Business Profile

Billing Services

Conservice Utility Management & Billing

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Complaints

This profile includes complaints for Conservice Utility Management & Billing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

589 total complaints in the last 3 years.
159 complaints closed in the last 12 months.

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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:05/30/2025
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 am essentially being scammed by Conservice as they are taking advantage of a lease transferral from my previous property management company, *********, to the current management company, ******. I resigned my lease in January, which was to take effect in March of 2025 under the previous company. Through all onboarding materials and transfer information, I was assured that my lease would simply be absorbed by ****** and would still hold all the same terms. I have that in writing on several occasions. Just to be absolutely clear about this, my current lease that I can access through my Tricon portal still says Pathlight at the top. I say all of this to get to the issue at hand: Conservice is now charging me a "vacant service fee" on my utilities every month because they are claiming that my name doesn't match the name on the utilities, which has not changed for the 15+ months I've lived at this residence. My contract has not changed, and none of my billing information has changed. I have tried for tens of hours at this point to resolve this internally and every representative I've spoken to at either Conservice or Tricon has told me they can't do anything and to reach out to the other respective company. I have individually contacted every single one of my utility providers that are paid through Conservice and they have all confirmed that the billing information on those accounts has not changed since I moved into this residence in March of 2024. This is also not a problem unique to me - it is so prevalent of an issue, that Conservice has added this "Vacant Fee" issue as an option in their automated customer service hotline responses. Literally nobody at either of these companies is making any effort to resolve this and I am just being scammed into essentially doubling the cost of my utilities every month. If you need more information from me don't hesitate to reach out and I will get back to you ASAP.
Business Response
Date: 06/06/2025
******** - I am sorry for the frustration. I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, when you were with Pathlight, Conservice was billing for all utilities which means the utilities remained in our name. However, once ****** took over, all utilities were to be switched to the resident's name. If this was not done, any bills received for the utilities would be processed by Conservice along with a ************** Fee due to the resident not having services in their name when they should have been.

In reviewing the lease you provided through our online chat team on 05/30/25, it shows all utilities should be in the name of the resident. On page 33, there is a chart showing which utilities are "RESIDENT PAID DIRECT-BILLED UTILITY (Paid by Resident to Provider)." In this chart, it has the electricity, gas, water, sewer, and trash marked in this category. On page 34, there are further instructions as shown below:

"2. a. RESIDENT MUST CONTACT EACH RESIDENT-PAID DIRECT-BILLED UTILITY
PROVIDER (most commonly, electric and gas service), AND TRANSFER ALL
RESIDENT-PAID DIRECT-BILLED UTILITIES TO THE NAME OF ONE OR MORE
RESIDENTS WITHIN 72 HOURS AFTER THE COMMENCEMENT DATE.
2. b. If Resident fails to transfer, commence and directly pay for all Resident-Paid Direct-Billed
Utilities (to the extent transferrable) within seventy-two (72) hours after the Commencement
Date, then such failure shall constitute a default under the Lease and Resident shall pay Owner
the Utility Failure to **************** Fee for each month (not prorated for a partial month)
Resident has failed to so transfer all Resident-Paid Direct-Billed Utilities."

Due to the above, all utilities listed need to be switched to your name going forward. Once utilities are active in your name, you will no longer receive ************** Fees as of the date the utilities are switched. I am sorry for any confusion this situation may have caused. Any other questions regarding your lease terms can be taken up with your leasing office directly. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:05/27/2025
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 called to get answers as to why the charges to my rent/utility bill have remained the same or increased even though when I moved in when hardly anyone lived here and now the community is nearly full. These charges are to be divided evenly among all the tenants, so the bill should have steadily decreased. I called Conservice on 5/13/2025 for an explanation and no one would provide one. I was told they would send me an email containing the breakdown of the charges and one to show the total charges coming from the community expenses ( gas, trash and electric). After 10 business days no email was received. I called again on 5/27 to ask why I did not get this email and when I could expect it. The rep told me she did not even have the documentation and that the request was still open. So my question is how was the bill produced from last months expenses if there was not documentation of charges from the community? Since no explanation could be provided from the rep, my assumption is that they are simply making up numbers and charging whatever they feel like to the residents of this community. I see there was a class action suit based on this same issue. I moved into this community when it was a new property. The grand opening occurred after I moved in. Now there is only maybe 20 vacant apartments and people have since moved in and out. This would indicate more tenants to split the overall bill making my bills cheaper. This has not happened in fact, most of the bills are the same or somewhat higher. I need an full explanation of charges and possibly a reduction of charges to my bill and/or a credit if one is due.
Business Response
Date: 06/03/2025
********* - I am sorry for the frustration. To clarify, at *****, you are billed a portion of the overall bill for the community’s water and sewer services as outlined in your lease. The total amount is divided among the residents using a multiplier based on occupancy. You are billed based on one occupant. The trash is billed in the same way and the common area electric and common area gas are billed in a similar way but are split among all units equally. With these bill methods, your utility charges will flucutate each month depending on the total amount received from the local utility providers.

For properties that bill according to the community bill such as this, the total community amount is not typically listed on a resident's bill as this is proprietary information. If a resident requests to see the total bill amount or the formulas used, a request needs to be submitted to confirm with the leasing office that this information can be passed along. I am happy to see the requested provider bills have been sent to your leasing office for further review. If you have not already, you can follow up with your leasing office directly regarding these bills.

The formulas used to calculate the 05/25 bill were also sent to you in an email on 05/29/25. Listed below are the calculations used to generate charges for common area gas, common area electricity, and trash:

Common Area Electric: Provider Cost - $3406.15, Total Units - 210, Cost Per Unit: $3406.15 / 210 = $16.22
Common Area Gas: Provider Cost - $2231.01, Total Units - 210, Cost Per Unit: $2231.01 / 210 = $10.62
Trash: Provider Cost - $2856.41, Total Multiplier - 277.80, Cost Per - $2856.41 / 277.80 = $10.28, Resident Multiplier - 1, Resident Charge: $10.28 x 1 = $10.28

We have confirmed all billing is correct and no adjustments are necessary. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions.
Customer Answer
Date: 06/03/2025

Complaint: 23382455

I am rejecting this response because: I was promised the actual document to be sent to me according to the representative I spoke to. Writing numbers in a space does not prove billing information. I don’t believe that the costs are that high. Now you’re going back and saying it’s proprietary information that I’m not allowed to view it. You also told me on the phone that I could get the documents from the property management cause you sent it to them. So far, I’ve gotten nothing but the runaround and multiple excuses that don’t add up and still I don’t have an actual bill to prove charges, which is what you legally have to send me. I also want to point out that there are other customers who have gotten the actual bills from you guys from other states and other properties as I have seen these documents online. Stop deceiving your customers and send the billing information as requested. This case will not be closed until I get an actual copy of the bills to prove charges.

Sincerely,

********* ********
Business Response
Date: 06/10/2025
********* - I am sorry for any confusion. As previously stated, when a resident requests to see the provider bills, this request must be approved by the leasing office as this is proprietary information. We have sent the requested provider bills to your leasing office to be passed along to you from there. Please follow up with your leasing office directly regarding viewing the provider bills as requested. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/21/2025
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 property management company began using conservice to handle the utilities, which is not in my lease agreement, they charge me a $50 vacant utility fee, which is also not in my lease agreement. I left them a 1star review complaining about this issue and they told me I could send a copy of my lease proving that the $50 fee is not in my lease agreement. And I don’t think anyone actually reviewed my lease because they replied and told me the fee is valid, and I’m not sure what they’re basing this on. They are crooks and taking advantage of customers that have no power to fight them. I will be reporting this to tenants rights groups.
Business Response
Date: 04/28/2025
**** - I am sorry to hear about your negative experience. We will follow up on this. In reviewing your account, I see a request has been submitted to review your lease further. Requests such as this typically take 3-5 business days to complete but can take longer if necessary. Once we have an update on this review, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/28/2025

Complaint: ********

I am rejecting this response because: I have not heard back, it’s been 5 business days. I have gotten no update. I also haven’t gotten an update on my other request to remove the $331.51 electric bill charge that I already paid. I have receipts for this paid bill, the provider bill Conservice uploaded says $0 due. I have not gotten any response that they are looking into this or plan to remove the charges. I need the charges removed before the 1st of May.

Sincerely,

**** ******
Business Response
Date: 05/05/2025
**** - I am sorry for the frustration. A credit has been sent to your leasing office for the electric charge that was paid. Please see below:

-$333.51 Vacant Electric for 02/05/25-03/04/25

This credit should reflect in your portal within the next 3 business days if it is not there already.

I am happy to see you have been in contact with our Customer Service Team and advised your leasing office was issuing a credit for the Vacant Service Fee. The request to review your lease in regards to the Vacant Service Fee is still under review. Once we have an update on this request, we will let you know. Thank you for your continued patience. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/21/2025
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.
Unit 1202, Wimberley at Overlook apartment complex shows THOUSANDS of gallons of water consumption. I moved in October 11, 2024 and began with 210 gallons. The months of January and February shows over 13,500 of water consumption. April 7th - 13th I was out of town. The water consumption during this time was 5,225 gallons. Unit 1202 is a 1BR/1B, 900 sqft., no washer. I love alone. Rarely use dishwasher and my ice maker is turned off. Please help.
Business Response
Date: 04/28/2025
**** - I am happy to see you have been in contact with our Customer Service Team in regards to your concerns. To confirm, at your community, you are billed according to the individual consumption in your unit. In reviewing your account, I see the usage has significantly increased over the last few months. Your most recent read on the bill due 05/01/25 for services from 03/01/25-04/01/25 had to be adjusted down to your unit average due to an excessive amount of water usage. I do see you have stated the maintenance team at your community had previously checked your unit for issues and did not find any problems at that time. However, I see you recently stated there is a hissing sound of water in the walls. If you have not already, please have the maintenance team at your community check your unit again for any potential issues. They should also be able to check the meter to ensure it is working properly. If they find there is a meter issue, they can reach out to their direct point of contact at Conservice for further assistance to add your unit to a work order. Once any issues present have been identified and fixed, we would be happy to review the billing further for any possible adjustments. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/28/2025

Complaint: ********

I am rejecting this response because:
I have made multi calls regarding the meter and getting it checked.
The complex states the meter check request must come from Conservice and Conservice states the opposite.
This issue has been ongoing for months!
No one is willing to accept responsibility and properly adress this issue.
Sincerely,

**** ******
Business Response
Date: 05/05/2025
**** - I am sorry for any confusion and inconvenience this may have caused. Any requests regarding a meter check needs to come from the leasing office directly. A request has been submitted to clarify this with your property management and to confirm if a meter check is needed for your unit. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/19/2025
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 required to use Conservice at my apartment for "shared" utilities and other expenses like trash etc. My last 3 bills have almost doubled in price with no previous warning or explanation, esp Gas charges, but I am not aware what Gas charges I am being charge when I do not have gas in the apartment. My april Conservice charges me $52.58 for Gas. March is $39.46 February is $22.92 which would be the regular amount since I moved in in July of 2024. My Conservice bill would be around $55 a month now it's doubled to $104.50!!!! I would like to get a breakdown of the gas usage and explanation on how it doubled.
Business Response
Date: 04/25/2025
***** - I regret to see you have not contacted our Customer Service Team directly in regards to your concerns. To clarify, at your community, you are not billed according to your individual consumption. You are billed a portion of the overall bill for the utilities as outlined in your lease. With this billing method, the utilities can vary month to month depending on the total amount received from the local utility providers.

The gas charge is split among all residents based on the square footage of their unit. Those with a larger unit will pay a larger portion of the gas bill than those who are in a smaller unit. In reviewing your account, I see the gas charge has increased over the last few months due to an increase in the gas community bill. The first increase occurred on the statement due 02/01/25 with services from 12/01/24-12/31/24. The following months continued to increase due to a rise in usage during the winter months. If the heating at the community uses gas, it it typical for the gas services to increase in the winter months like this. Any questions on what specifically uses gas at the community or in your unit can be taken up with your leasing office directly.

Additionally, per your request, I have submitted a ticket to look into providing the gas provider bills for the last few months. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/26/2025

Complaint: ********

I am rejecting this response because:

Hello, I did try your customer service, but received no response.
In my lease I am specifically told I pay my own heating in my unit /electric to xcel directly.
This conservice bill is to cover "shared areas", which would mean outside lights etc.
I do not use gas in my unit according to my xcel bill.
What is this gas usage exactly? I do not use gas? Am I paying for others? I have a small unit. One person.
My conservice bill used to be about $50.
NOW I pay 100% increase for the same usage. I would like to see the gas usage in my unit and the shared areas, I cannot understand how conservice charges me 100% extra.

Sincerely,

***** **********
Business Response
Date: 05/05/2025
***** - I am sorry to hear you were unable to reach our Customer Service Team previously. Our team is available by phone or you can chat with a live agent online at ********************** Agents are available Monday-Friday from 6 am-6 pm MST by phone and 6 am-8 pm MST by chat. Please see ****************************************************************************************e for more information on how to contact us.

You are billed a portion of the total gas bill at the community as outlined in your lease. The property management pays a portion to cover the common area usage and the remaining amount is split among all residents based on the square footage of their unit. Since there is not a way of measuring your individual gas usage, this is the most accurate way to complete the billing. We do make it as specific to each unit as possible by basing it on the square footage of the unit. Those with a larger unit will pay a larger portion of the gas bill than those who are in a smaller unit.

As previously stated, you will need to follow up with your leasing office directly regarding what uses gas at the property. Possible items that may use gas include the heating, water heating, stove, etc.

The request to share the community gas provider bill is still under review. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/17/2025
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.
They have been consistently billing in the rear making reconciliation and payment a huge issue with us. They partner with ************ (Formerly known as Goal Properties) I would never recommend either one of these business. If you property management company using Conservice please run. We pay almost 400 in gas each month and sometimes it twice in the month. They take bills and recalculate and then resort dates and provide to us. Why are you all making us pay 2 months behind and not on track each month. We called and didn't get realt answers other than that's how its set up. We were told maybe we could get it in our name by calling Bridge and Bridge said call conservice no one is taking accountability. We pay faithfully each month and I hate the service. They do not care about the customer or consumer in anyway. Business do not do business with them and customers please avoid them and Bridge Homes or whoever uses them at ALL cost. Fix the billing a month behind. We want to pay our bill each month for what it was and not two months, sometimes 3 months behind. Y'all are essentially double charging
Business Response
Date: 04/24/2025
Chernail - I am sorry for the frustration. To clarify, Conservice processes and pays utility bills as they are received from the local utility providers. The utility bill amounts are then passed onto the resident as listed on the provider bill. If we do not receive bills for a specific utility, you will not have charges for that utility that month. There may also be months where we receive multiple bills at one time. You can find more information about why this can happen here: *************************************************************************************************************************************. Please note, the service period is typically a couple of months behind the due date in order to accurately obtain the meter reading and bill for the consumption used. This is typical of all utility billing companies.

In reviewing your account, I see your most recent statement due 05/01/25 included multiple service periods for the gas charges. While we were compiling the bill for this service period, we received and processed the next set of utility charges from the gas company. Utilities are typically billed one month at a time, but we have billed for multiple service periods on your most recent statement to ensure there are no further delays in the service periods being billed. I am sorry for any inconvenience this may have caused.

All Conservice statements as well as the provider bills used to calculate your utility charges are available online at ********************* for your reference. Please see ******************************************************************************************************** for more information on how to access the provider statements. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/24/2025

Complaint: 23216557

I am rejecting this response because:

Sincerely,

Chernail ******
Customer Answer
Date: 04/24/2025
They was not response from the actually business in the email. This was just a note saying that BBB looks into matters and how they communicate. This is why I rejected the response. It shows according to the notes accepting the reply would close my case
Business Response
Date: 04/24/2025
Chernail - I am sorry for the frustration. To clarify, Conservice processes and pays utility bills as they are received from the local utility providers. The utility bill amounts are then passed onto the resident as listed on the provider bill. If we do not receive bills for a specific utility, you will not have charges for that utility that month. There may also be months where we receive multiple bills at one time. You can find more information about why this can happen here: *************************************************************************************************************************************. Please note, the service period is typically a couple of months behind the due date in order to accurately obtain the meter reading and bill for the consumption used. This is typical of all utility billing companies.

In reviewing your account, I see your most recent statement due 05/01/25 included multiple service periods for the gas charges. While we were compiling the bill for this service period, we received and processed the next set of utility charges from the gas company. Utilities are typically billed one month at a time, but we have billed for multiple service periods on your most recent statement to ensure there are no further delays in the service periods being billed. I am sorry for any inconvenience this may have caused.

All Conservice statements as well as the provider bills used to calculate your utility charges are available online at ********************* for your reference. Please see ******************************************************************************************************** for more information on how to access the provider statements. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/08/2025
Type:Product 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.
Conservice is overcharging Residents of the properties they are contracting to billing. There's no mentor reading, when confronted the immediately try to blame everyone from utility companies to management companies. It's a game in to them but when you're being over billed by $200, $300 plus, over your monthly rent ,with no recourse it's insanely frustrating. Why are the Management Companies protecting Conservice, are they getting kickbacks.This has to Stop
Business Response
Date: 04/15/2025
******* - I am sorry for the frustration. To clarify, Conservice is a third-party utility management and billing company contracted by your leasing office to handle the utility billing for your community. We simply bill residents according to the terms outlined in their lease.

We're happy to review your account and follow up on your utility charges. I tried searching for your account with your name, address, phone number, and email address but was unable to find your account. If you can send me the account number or the full address and the full name on the account, I would be glad to help you with more information. Please feel free to reach out to us online at ********************* with any further questions.
Initial Complaint
Date:04/01/2025
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.
My rental property management use Conservice for utilities. on Feb 26th I called to cancel my trash services from *** company since I was switching to a different trash pick up company and placing the account in my name. ********************** told me it takes 3 business days for them to process any requests. It took them 2 weeks for them to process this request so 3/13 is when my services with old ******* were cancelled. *** issued a refund to conservice since they had already sent payments for trash for March-May. Conservice sent me a bill for March-May after I had already cancelled/switched my services and billed me for March to May!! its now March 31st and this issue is STILL not fixed. I have called numerous times and even requested a supervisor to help and all I get is "there are no supervisors available". This company has THE WORST customer service, and at this rate this it starting to feel like fraud!
Business Response
Date: 04/09/2025
Bee - I am sorry to hear about your negative experience. Please note, supervisors are available for a callback upon request and typically follow up within 1-2 business days. I am sorry if you were not able to speak to a supervisor as requested. We're happy to follow up on this as well as follow up on any billing errors there may be in the trash charges.

I tried searching for your Conservice account with your name, email, and phone number but was unable to find your account. If you can send me the account number or the full address and the full name on the account, I would be glad to help you with more information. Please feel free to reach out to us online at ********************* with any further questions.
Initial Complaint
Date:04/01/2025
Type:Billing Issues
Status:
ResolvedMore 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.
We moved into our current apartment in November 2024. Conservice has billed us a monthly **************** Fee" and *************** Fee" since we moved in. Our apartment management instructed us to contact Conservice about these fees. Conservice requested our electric billing statements from November 24, 2024 to January 3, 2025. I was able to show them our utility bills from those dates, but was told it was insufficient because they did not show our electric usage. I requested those records from our electricity provider (***), but was told they cannot provide information from 2024 because those bills have been closed. As a result, Conservice requested that I, as the consumer, arrange a conference call with Conservice and BGE. I have made approximately 10 attempts to do this since February. That includes two attempts that I made today. However, per ***, their policy is that they will not hold on the line for more than 2 minutes while I try to get Conservice on the phone. It should not be my responsibility to act as the middle man between these two companies. I have tried to speak to a manager at Conservice to reverse these charges and prevent future charges, but I have only been able to speak to a customer service representative who claims they will escalate my complaint, but cannot give me an exact date and time that I will hear back from a manager. I have a full time job and cannot be expected to be on standby waiting for a call. This company needs to refund these charges and stop charging us in the future. We have occupied our apartment since day one and these charges are unwarranted.
Business Response
Date: 04/08/2025
***** - I am sorry for the frustration. We will follow up on this. To clarify, if a utility should be in a resident's name but we receive a bill for it, this typically means the resident does not yet have services in their name which typically goes against the terms of their lease. This is when vacant charges can occur. The vacant charge is for the utility usage that occurred during that service period and the ************** Fee is a fee charged due to processing the bill when it should have already been in the resident's name. Please see ******************************************************************************************************************************* for more information.

In reviewing your account, I see you have sent a bill for services from 11/05/24-11/19/24. However, Conservice has billed for electric services from 11/26/24-03/10/25. Since the statement you provided does not overlap with what Conservice has billed for, no adjustments can be made to the *************** charges. If you are able to retrieve overlapping statements from 11/26/24-03/10/25, we would be happy to review these charges further.

Additionally, if you established electric services in your name on or before your lease start date, we would be happy tor review the ************** Fees further. To do this, a conference call will need to be completed between you, Conservice, and BGE. Our typical process of handling conference calls is to first have you on the line and then contact the utility provider, ***, at that point. To complete a conference call, please contact our **************** Team directly for further assistance. Agents are available by phone at ************** Monday-Friday from 6 am-6 pm MST.

I am happy to see a supervisor was able to contact you yesterday, 04/07/25, in regards to your concerns. However, since there was no answer, so they left a voicemail. If you would still like to speak to a supervisor, you can request this through our **************** Team directly. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/08/2025

Complaint: 23146423

I am rejecting this response because:
I already knew all this information from your employee during my first attempt at a conference call between BGE, Conservice, and myself. As I stated before, it is near impossible to try to have BGE on the line for a conference call as they only allow a hold for 2 minutes max and then the call will be automatically dropped. I had also requested to speak with a supervisor. The employee I spoke with confirmed this, BUT was unable to tell me what day or what time to expect the call. I work in a building where I am not allowed access to my cell phone. If I had known the date and time of this phone call, I would not have missed it and had to explain this situation all over again. There has to be some other way this can be resolved. My apartment management can also attest to me being a tenant during the indicated dates. This is ridiculous, has been a waste of my personal time and is a complete disservice to me as your customer. There are countless negative reviews of your company online, and I can see why.

Sincerely,

***** *********
Business Response
Date: 04/16/2025
***** - I am sorry for the frustration. To clarify, conference calls are typically setup by the Conservice Representative. I am sorry to hear this was not how it was done previously. The purpose of the conference call is to confirm you contacted *** on or before your lease start date of 11/16/24 to establish electricity service in your name. If it is confirmed you contacted them after your lease start date, the ************** Fees will stand. If they confirm you did call on or before your lease start date, we will be able to move forward with a dispute at that point. To complete a conference call, please contact our **************** Team by phone at **************. Our **************** Representative will then contact *** from our side, with you on the line, to gather the information needed to dispute the ************** Fees.

I am sorry to hear you were unable to speak with the supervisor. If you would still like to speak to a supervisor, you can request this through our **************** Team directly. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Upon receiving this email, I called the number as directed and was connected with BGE right away quickly bringing my issue to the solution that I desired. Thank you for assisting with this matter.

Sincerely,

***** *********
Initial Complaint
Date:02/23/2025
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.
Conservice is a SCAM. Overcharge and surcharge by hundreds of dollars. Almost $300 every month on just trash pest and water! Its unbearable and thats how much they charge every tenant! They say we all split the bill but that is impossible amount and when asked to provide meter readings and proof there is none!
Business Response
Date: 02/27/2025
****** - I am happy to review your account and follow up on your utility charges. I tried searching for your Conservice account with your name, email, and phone number but was unable to find your account. If you can send me the account number or the full address and the full name on the account, I would be glad to help you with more information. Please feel free to reach out to us online at ********************* with any further questions.

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