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:02/19/2025
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 was charged vacant fees as Conservice which is a 3rd party billing company stated I moved in my apartment unit before I turned on my utilities. This is not true. I moved in on the same day as I turned on my utilities. I have emailed Conservice multiple times and no reply. When I called I was told my account is under review. This is ongoing for several weeks with no response from Conservice. Conservice owes me $148.66 which they have charged my apartment management company saying I'm required to pay. Conservice has billed me incorrectly and has refused to respond to my emails. They have cheated me out of $148.66.
Business Response
Date: 02/26/2025
******* - I am sorry for the situation and any frustration this has caused. In reviewing your account, I see a request was submitted to review the situation further and we have confirmed the vacant charges were passed along in error. Due to this, the following credits have been issued:

$-24.48 Vacant Electric for 11/15/24-12/04/24
$-50.00 Vacant Service for 11/15/24-12/04/24
$-11.35 Vacant Electric for 12/05/24-12/09/24
$-50.00 Vacant Service for 12/05/24-12/09/24

These credits will reflect in your leasing office portal directly. Going forward, as long as the electric services remain in your name, no other vacant charges will be passed along. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:02/01/2025
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 apartment use conservices charge us four months utility admin fee and each month per $50. The reason is we do not have the Seattle Light account, but we do have one and we receive the bill every month and we can pay by ourselves but conservice still charge us. And I communicate with Conservice and they ask me to schedule a call with Seattle city light a meeting to present we do have an account with them. This does no make sense.
Business Response
Date: 02/06/2025
Xinyan - I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, Conservice passes along utility charges as soon as they are received from the local utility providers. 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 the bill copies you have provided from ************ Light are for the incorrect unit number. The unit number listed on your bill copies show unit 2501 when your actual unit number is 2510. To avoid future vacant charges, you will need to contact Seattle City Light to correct the unit number going forward. Since the "vacant electric" charges on your account are simply for the electricity used in your unit, no adjustments will be made to these charges.

To dispute the "vacant service fees," a conference call will need to be completed between you, ******************, and Conservice. Please contact our **************** Team directly at ************** for further assistance. Once this conference call is complete, we would be happy to review the vacant service fees further as necessary. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:01/17/2025
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.
I have been double charge twice for my trash fees even after talking to multiple customer support people they said it was a one time deal. Not only that 3 1/2months of no trash being picked up due to them canceling trash services the day I moved in. Then making me go in circles trying to get trash set up! Messaging and calling every day! I get being 1 month behind on services but 4 months is outrageous.
Business Response
Date: 01/24/2025
***** - I am sorry for the frustration. In reviewing your account, I see trash services were established on 08/14/24 and that is when the billing began for trash. Since then, I do not see any reports of missed trash pickups. If any missed pickups occur in the future, a trash request can be submitted online at ********************* for our trash team to review. Our trash team will then contact the trash company directly to resolve the issue and then contact you with the resolution. They will also post any updates online at ********************* as well. You can find more information on trash requests here: *******************************************************************************************************************;

Additionally, Conservice processes and pays utility bills as received from the local utility providers. The utility bill amounts are then passed onto the resident. If we do not receive and process bills for a specific utility, you will not have charges for that utility that month. There may also be months where we receive and process multiple bills at one time. You can find more information about why this can happen here: *******************************************************************************************************************************************;

Please note, utilities are typically billed one month at a time, but there may be times we bill for multiple service periods to ensure there are no further delays in the service periods being billed. This can happen again in the future if multiple bills are received and processed before your Conservice statement is finalized for that month. Since these charges are for the trash service and no error has been made in the billing, no adjustments are necessary. I am sorry for any inconvenience. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:01/14/2025
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.
SCAM SCAM SCAM! These people charge numbers with no explanation why. I live in a apartment complex in ** that uses these people and if I knew that and did my research on this company before signing my lease I would definitely not be living at any residence that uses them. They tell you contact your leasing office, the leasing office tells you to contact conservice and nobody gives any answers on why your bill is 2 or 3x what you would be paying if you were paying the water company directly. All I'm looking for is details on my usage and to see if it adds up correctly. I'm currently looking into if there's any state departments that could help but if not I'll either being breaking my lease or paying a lawyer and I'll surely rather do one of those then to be cheated in my face.
Business Response
Date: 01/21/2025
Khalil - I am happy to see you have been in contact with our **************** Team in regards to your concerns. To confirm, at Provenza at **********, you are not billed according to your individual consumption. You are billed a portion of the overall bill for the communitys water and sewer services as outlined in your lease. The total community amount is divided among the residents based on the occupancy and square footage of their unit. You are billed based on 1 occupant and 1209 square feet.

With this bill method, your utility charges will flucutate depending on the total community bill amount. The total provider bill amount and usage is not listed on your bill since this is proprietary information. I see two different requests were previously submitted on your account to see if this information could be shared, however, we have confirmed your leasing office would not like to disclose the provider bill amounts as this is proprietary information. Any other questions regarding this specifically can be taken up with them directly. I am sorry for any inconvenience. Please feel free to reach out to us online at ********************* with any further questions.
Initial Complaint
Date:12/13/2024
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.
Zero transparency, I have requested a detailed copy of the how the billing rate is calculated for my rental community, at least twice and I have yet to receive it. Our community has formed a group to request a full audit of the billing practices utilized. The town has even confirmed that the rate Conservice is charging is 3 to 4 times what they are paying the town direct. Can't wait to see how the audit goes, something is definitely not right with these guys.They are currently charging our community .026/gallon...The town charges a little north of *****/gallon including tiers and associated meter fee....
Business Response
Date: 12/19/2024
****** - I regret to see you have not contacted our **************** Team directly in regards to your concerns. To clarify, at your community, you are billed according to the individual consumption in your unit. We calculate the water charges by multiplying your usage by the average rate of the local utility provider. The rate at which you are charged is always listed on the back of your Conservice statement in the description. On your most recent bill, you were charged $0.026755 per gallon.

We calculate the average rate by dividing the total provider bill cost by the total gallons used at the community. The average rate is then multiplied by your homes usage to get your individual water charge. A document outlining how your bill is calculated has also be sent to your leasing office to be reviewed with you. Please follow up with your leasing office directly to review this document.

Please note, your meter reads as well as your Conservice statements are available online at ******************** for your reference. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:12/10/2024
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.
It’s been a headache since I’ve had to unfortunately utilize this company due to Home, but it’s extremely frustrating. You called to try and talk to someone and their first language is not English so they don’t fully understand you and above all they will not allow you to talk to anybody above them. I put my bill on auto pay, which clearly shows on my account and somehow the auto pay has been removed and without me, knowing I have incurred a late fee. You can clearly see that the account has been on auto pay for a year and there’s no understanding as to what has happened. There are no logins to show me removing this auto pay either. Someone needs to fix this is unfair to just steal and take from your customers.
Business Response
Date: 12/18/2024
******* - I regret to see you have not contacted our Customer Service Team in regards to this situation. Please note, you can also reach out to us online at ********************* where we would be happy to assist you further. Please see ********************************************************************************************************** for more information.

In reviewing your account, I see autopay has been set up on your account since 09/29/23. However, for some reason, the autopay has not pulled automatically in the time it has been set up on your account. We have reviewed the situation and cannot see why autopay has not processed previously. We suggest removing autopay and setting it up again to see if that fixes the issue. I am sorry for any inconvenience this may cause. However, due to the circumstance, we have removed the late fee from your account. Please note, we do not report to the credit bureau so this should not affect your credit.

The current balance on your account is a credit of $-25.00. Once you remove and then re-establish autopay on your account, the payments should automatically process on the due date of each month going forward. If they do not for any reason, please reach out to our Customer Service Team for further assistance. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 12/19/2024

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. I will do another complaint if by some chance the autopay does not operate efficiently again.

Sincerely,

******* *
Initial Complaint
Date:12/04/2024
Type:Service or Repair 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.
I started receiving invoices from this business two months after I moved into an apartment. I had to check with building management to ensure they were legit. For more than eight weeks now, I've been trying to resolve an issue that is between them and the electric provider, *****. I am being charged by ConServices (aptly named!) for "vacancy" service, except that I've been occupying the unit and paying ComEd for electricity during the same period of time. Essentially, they're double-charging me for a service they are not providing. The address situation in my building is unusual, and the address utilized by ComEd is slightly different from the street address. This is a known problem that multiple tenants have had to address. Building management even notes this in a welcome letter to new residents. I have made multiple phone calls to ***** to attempt to get their address to conform to what ConService wants, but it cannot be done. I have provided ConService with evidence of when I initiated service with ComEd and each payment I have made, but since the addresses don't match, they are refusing to wipe out my balance. Now, ConService want me to somehow get ComEd to conference call with them. The goal of the phone call would be to identify who input the address incorrectly. How on earth would you even prove that since it's likely they've had the wrong address in their system since the place was built 10 years ago? CONservice is unscrupulous. They are trying to wear me down with nuisance requests to get me to pay double for a service they did not provide. I have written to them multiple times requesting they zero out my balance because I will not be paying.
Business Response
Date: 12/12/2024
****** - I am sorry for the frustration this situation has caused. To clarify, Conservice passes along any bills received from the local utility providers. 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 goes against the terms of their lease. This is when vacant charges can occur. However, given the issue with the address, I submitted a request to review the vacant charges further. This request has been completed and the following credits will be sent to your leasing office to be applied to your portal:

$-64.25 *************** for 08/01/24-08/30/24
$-58.78 *************** for 08/30/24-10/01/24
$-40.53 *************** for 10/01/24-10/30/24
$-50.00 ************** for 08/01/24-08/30/24
$-50.00 ************** for 08/30/24-10/01/24
$-50.00 ************** for 10/01/24-10/30/24

These credits should reflect with your charges due 01/01/25. Going forward, no other vacant charges or fees should be passed along to you. I am sorry for any confusion or inconvenience this situation may have caused. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 12/14/2024

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.

Sincerely,

****** *******
Initial Complaint
Date:12/02/2024
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.
I am a senior citizen living in a senior citizen community. My bill has increased from $98 to $400 per month for the past year. I have a one bedroom and live alone. There has been no change in consumption. I can no longer sustain my monthly bills along with the unpredictable increases. The leasing office cannot assist me with any credits or reason for the increases. I am at my wit's end with trying to understand the billing. Please have a supervisor call me to offer some counsel.
Business Response
Date: 12/09/2024
******* - 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.
Customer Answer
Date: 12/11/2024

Complaint: 22628157

I am rejecting this response because:
My name is ******* ********, (acct # *****************. My phone # is ************. am a senior citizen living in a senior citizen community.
My bill has increased from $98 to $400 per month for the past year. I have a one bedroom and live alone. There has been no change in consumption, and no plumbing leaks. The sanitation charges are astronomical and unpredictable. They are 4 times my rent amount. I can no longer sustain my monthly bills along with the unpredictable increases. The leasing office cannot assist me with any credits or give me the reason for the increases. I am at my wit's end with trying to understand the billing.
Please have a supervisor call me to offer some counsel.

Warm regards,
******* ********

Business Response
Date: 12/18/2024
******* - Thank you for providing the additional information. I have located your account and am happy to address your concerns. In reviewing your account, I see you are billed according to your individual consumption for the water and sewer. We calculate your bill by multiplying your consumption by the average rate of the local utility provider. The rate at which you are charged is available in the description on the back of your Conservice statement.

I see the water and sewer charges are currently high due to the high consumption in your unit. Over the last 3 months, the consumption has been around 11,000-14,000 gallons per month. The average usage for a unit with one person is around 2,000-3,000 gallons a month. Due to the high consumption, it seems there may be maintenance issue present. If you have already had maintenance recently check your unit and no issues were found, the next step would be to have them check your meter to ensure it is working properly. If they find there are any issues with the meter itself, they can reach out to their direct point of contact at Conservice to add your unit to the next work order to have a technician service your meter. Once the issue is identified and fixed, we can review the billing further at that time for any possible adjustments.

If no issues are found within your unit or with the meter, the consumption would be considered actual and no adjustments would be made to the billing. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:11/26/2024
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.
My utility bill has been increasing when in fact it should have been reducing considering we less occupants in our apt of 10 units meaning the usage should have went down not up. currently there are 3 vacant apt which equals less water consumption this is an ongoing issue. recently it surpassed beyond overcharge from avg 125 to 188 and now 210 this needs to be addressed asap
Business Response
Date: 12/03/2024
***** - I regret to see you have not contacted our **************** Team in regards to your concerns. To clarify, at your community, you are billed a portion of the total community bill based on the occupancy of your unit. Since there are two occupants, you are billed based on a multiplier of 1.6.

With this billing method, if the total community bill increases or decreases, this will affect each residents bill as well. In reviewing the most recent billing, it looks like the total community bill remained consistent even though less occupants were present. Due to this, there was an increase in your individual amount. I am sorry for any confusion or inconvenience this may have caused.

I have submitted a request to look into sharing the provider bills as well as a document outlining how your bill is calculated to provide further clarification. Once we receive an update on this request, we will contact you directly with further information. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 12/04/2024

Complaint: 22609280

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 12/05/2024
This has been going on for awhile now off and on till recently when it exceeded the increase from before. 3 apartments went vacant when I leave for work in the morning everyone else is leaving at same time so people are gone most of the day how can we automatically increase usage to equal the amount of the entire apartment building when all apartments were filled no vacancy ?? And yet no proof has been shown about the actual usage amount they keep it confidential. Each unit would have to had drastically use a higher amount for it to remain the same total amount this is just recycled excess without proof. Ive been told before they would request a read out never received it
Business Response
Date: 12/12/2024
***** - As previously stated, the total community bill can flucutate depending on the usage which will then affect each resident's individual charges as well. Since the total community bill remained consistent with less occupants, each resident saw an increase on the bill due 12/01/24.

Per your request, we have sent a copy of the 12/01/24 provider bills as well as a document explaining how your bill is calculated to your leasing office. As these documents include proprietary information, it is under the discretion of the property if they would like to share this information with the residents. Please follow up with your leasing office directly regarding your request to review these documents further. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 12/12/2024

Complaint: 22609280

I am rejecting this response because:

Sincerely,

***** ********
Initial Complaint
Date:11/08/2024
Type:Service or Repair 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.
Since 08/01/2024 Conservice has been charging me vacant charges and fees despite having a utility account open in my name since May 2019. I sent conservice my billing that shows the service period covered for the last 5 years however from August 2024-October 2024 I continued to be charged vacant charges. Ive had numerous incidents opened as I shouldnt have been charged these extra fees. For the last two weeks Ive been told they are still working on it and that I should receive an update within 3-5 business days but it has been over two weeks since my last incident. **************** **** have been less than helpful. Nobody seems to know anything or have an update. Its clear theyre reading off of a script and arent willing to help customers. I need this issue recitfied immediately.
Business Response
Date: 11/15/2024
**** - I am sorry to hear about your negative experience and for the frustration this situation has caused. I am happy to see a supervisor has contacted you in regards to your concerns. To confirm, now that your Conservice account is closed, any adjustments will need to come from the leasing office directly. I have confirmed we are currently in contact with ******* at *************** in regards to this. Once we have an update on the adjustment request, we will reach out to you directly. Thank you for your continued patience. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 11/15/2024

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.

Sincerely,

**** ****

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Conservice Utility Management & Billing is NOT a BBB Accredited Business.