Complaints

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

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  Conservice Utility Management & Billing

  750 Gateway Dr River Heights, UT 84321

• 

  Conservice Utility Management & Billing

  PO Box 4696 Logan, UT 84323-4696

• 

  Conservice Utility Management & Billing

  595 S 80 E Logan, UT 84321-6838

• 

  Conservice Utility Management & Billing

  67 Warehouse St Rochester, NY 14608-1460

• 

  Conservice Utility Management & Billing

  5482 Complex St #108 San Diego, CA 92123

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:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our rental home on 09/10/2022. At the time, there were no ******************** trash bins on the property. Our request for one was made on 09/13/2022. To date we have made multiple requests and still no trash bin. We have had to take our trash to the city dump which is wasting our time and money. We hoped that this would have been resolved sooner than later, but at the time of filing this complaint, still no trash bins.

  Business Response

  Date: 10/13/2022

  ******** - We have followed up with the trash provider. Once there are any updates you will be contacted. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:10/06/2022

  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 moved from Alabama to Georgia, and I had to cancel my Alabama electric service. The thing is, the Power company over GA and AL are the same and so when I called to cancel my service for AL in May, the customer service rep. also canceled my service in GA. I found out about this in August when it showed up on my rental bill. Mind you Conservice, never mentioned anything to me about this. I had to call Georgia Power Company and get my account back in my name. Georgia Power realized where their error was and they issued me a prorated amount of the electric charges that were issued to me by Conservice. Georgia Power ALSO returned payments back to Conservice. If I had not been making the payments willfully, then GPC would've charged me an extra amount to start back my service. Which they did not. I opened a case with Conservice to get refunded but even then after being taken through the wringer, they decided to only reimburse me the vacant charges because they couldn't determine if the error was really Georgia Power. Mind you I had to follow up to set up a conference call with Conservice and Georgia Power, in which the customer service representative from Georgia Power explained to the Conservice representative what clearly happened. That information still wasn't enough for Conservice. Conservice is still dragging their feet on issuing what rightfully belongs to me. I'm seeking the following amount of $459.37, the breakdown below: $44.95 for vacant electricity for 05/23/22-06/07/22 $50 Admin Fee $130.12 for vacant electricity for 06/07/22-07/07/22 $50 Admin Fee $134.30 for vacant electricity for 07/07/22-08/04/22 $50 Admin Fee Conservice is predatory and after getting returned payments from Georgia Power, they decided to skip the month of September and instead charge me the 134.30 + $50 Admin Fee for my October bill. I'm sick of this and I'm at my wit's end here. If I need to escalate this situation to claims court, I will and can.

  Business Response

  Date: 10/12/2022

  ***** - In reviewing your account, I see that all your vacant electric charges and vacant service fees were credited. I have attached your account history for your convenience. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:10/03/2022

  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 moved into a new apartment complex that partners with Conservice to arrange utility services. Upon moving in, they charge a ************** Fee ($50 monthly on top of regular electricity charges) if the resident don't arrange for the electricity to be charged through their own account with ************ I was not informed of this fee until I saw it on my July bill, and moved to put the electricity in my name with Xcel shortly after. However, because electricity is charged after the fact, I had to pay the fee three times, once for the second half of April after I moved in (charged on my July bill), once for *** (charged on my August bill), and once for **** (charged on my September bill), totaling $150. I called Conservice upon putting the Xcel account in my name to ensure that I would not be charged the $50 for a fourth time, and was assured by a customer service representative that I would not. However, when I received my October bill, I noticed the $50 vacant electric fee charged for the first few days of July, while Xcel processed the transfer over the holiday weekend. Conservice is now refusing to waive this fee, despite their previous assurances. An online chat representative told me today that recordings of my previous calls do exist (which would verify my claim), but said she does not have the authority to access them. This appears to me to be a highly predatory business practice; I have lived in this apartment for only two and a half months without the electricity in my name, have paid their $50 fee for three months, and now am being asked to pay it for a fourth month.

  Business Response

  Date: 10/07/2022

  ****** - We are simply billing as outlined in your lease agreement. You can find https://conservice.zendesk.com/hc/en-us/articles/4407182786203-What-are-vacant-charges-and-why-am-I-receiving-them- for more information about vacant charges. 
  
  Per the Utility and Services Addendum in your lease, section 5 states, "No later than the Lease commencement date, you will transfer into your name or account all utilities to be paid for by you. In the event you fail to timely establish utility services, we may charge you for any utility service billed to us for your apartment and may charge a reasonable administration fee for billing the utility service in the amount of $50.00." 
  
  We would only be able to review the vacant service fees if we can confirm that the electricity service was placed in your name as of your lease start date. I'm sorry for any inconvenience. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:10/03/2022

  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 currently rent from a property management company that requires tenants to use CONservice's service for utilities. I have never previously even heard of such services. Never, have I had any issues with receiving utility bills from ANY utility company within a 2-3 days of the same date EVERY month. However, Conservice has been billing me MONTHS (2-4 depending on which service) in arrears for 3 years. The bill is sent to my property management company and MUST be paid by the 5th of every month (although due on the 1st) to avoid a $100 late fee and possible eviction. CONservice routinely claims to have not received a bill in enough time to have it put on the correct month causing higher bills some months than others (they do typically email to notify this has happened). This time however, I received a statement for 2 full months of services on all services on the 24th expecting it to be paid by the 1st. It is unethical to not bill customers in a timely manner then charge them more than one month's bill at once. I have supporting documentation, but it has personal information and will provide it directly to BBB or CONservice upon request.

  Business Response

  Date: 10/07/2022

  ****** - As a third party utility management and billing company we simply bill you for any charges received from the local utility providers as they are received. While we were calculating your September statement we received two bills from Lawrence Utilities and AES Indiana. You can find https://conservice.zendesk.com/hc/en-us/articles/4409031467291-Understanding-Multiple-Service-Periods-Single-Family-Homes for more information. 
  
  Per your lease agreement, the utilities are to remain in American Homes' name and will be billed along with your rent. I'm sorry for any inconvenience. I advise reaching out to American Homes in regards to any concerns you have about your payments as they handle all payments. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  All they did was restate the original issue. This is not resolving anything.
  Sincerely,
  ****** ******
  

  Business Response

  Date: 10/14/2022

  ****** - Again, as a third party utility management and billing company we simply bill you for any charges received from the local utility providers as they are received. If a bill is not received at the time the utility statements are finalized, as happened on your March statement, you will not be billed for that utility. 
  
  If more than 1 bill is received before the utility statements are finalized, there will be multiple service periods on the statement. This is simply the process followed. Forwarding all charges to you as they are received ensures the service periods being billed are as current as possible. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:09/29/2022

  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.

  This company sends bills out on the 28th and they are due on the 1st with a 4 day grace ******* Then they impose a $25 late fee. This month I didn't get a bill at all. I called repeatedly only to hold for over 30 minutes each time. I called and emailed the billing manager. I finally got someone on a live chat after being in line for a long time and she emailed me my bill. Yes, it had a late fee from last month even though I had to call for my bill last month as well.

  Business Response

  Date: 10/06/2022

  ****** - The utility statements are sent out as soon as they are finalized. I'm sorry for the delay this month. I see that both of your late fees have been waived. Your current balance is $39.97. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 10/07/2022

   
  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:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Conservice shut our power off at 9am on September 28,2022. We have paid in full every month and have no balance. They gave us the run around and would not help us, only saying give us 24 hours. I work in tech and know what happened. They put in the wrong address to be shut off. But, they did nothing to restore us. So it has been over 13 hours without power or AC. Unacceptable. Totally awful business.

  Business Response

  Date: 10/05/2022

  *** - We are simply a third party utility management and billing company contracted by your property management. We do not disconnect utility services. I'm sorry for any confusion. Your home's electricity service is provided by **************. 
  
  We did follow up with ************** and scheduled restoration for 09/29/2022. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:09/27/2022

  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.

  Conservice is trying to collect electric bills with service charge of 25.00 for june-august. I stopped receiving bills from MLGW since my electric bill account was made inactive, for a reason I don't know. Neither I left or moved from the apartment. I didn't request MLGW to make my account inactive. Now I am hit with 3 months bill at one time plus a total of 75.00 service fee from Conservice. I spoke with MLGW customer service and told me the bills were sent to the property management office,and MLGW have no connection to Conservice. I know I received electric service from MLGW, and I am responsible for the payment for the services. But I have nothing to do with the service fee Conservice is trying to collect from me. They make me run around between My lease office and Conservice.

  Business Response

  Date: 09/28/2022

  ********** - Per your lease agreement the electricity service should be set up in your name with the local utility provider. Recently, we received bills from Memphis Light Gas and Water for the electricity used in your apartment and processed these on behalf of your property management. 
  
  The electricity charges were forwarded to you and there was a vacant service fee charged for each bill processed on your behalf. You can find https://conservice.zendesk.com/hc/en-us/articles/44*********03-What-are-vacant-charges-and-why-am-I-receiving-them- for more information on vacant charges. 
  
  I advise placing the electricity service back in your name as soon as possible. We can possibly review the vacant service fees if we can confirm why the electricity service was no longer in your name. You can reach out to our customer service team at ###-###-#### to request a conference call, so that we can contact the electricity provider with you. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 09/28/2022

  
  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:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second complaint. First complaint #********. I've been overcharged on my water bill. Use to pay *****. My bill has gone up month since May. Last 3 months it's been $43. There is one meter for multiple apartments. Other tenants are paying $23. Its always been split among the tenants. I've call numerous to **************** with No Help whatsoever. I've had 3 agents actually hang up on me. One agent told me there was no meter reading. I then asked him how did you decide my bill was $43. He had no answer. Another agent said "It is what it is" when I asked to explain why my bill was going up for past 5-6 months. These **************** Agents on phone were total useless on helping me or explaining why my bill is higher than any other tenant. When we all are on the same one meter. I tried calling again when I got home from work yesterday. I was on hold for 27 minutes then 35 mins and again for 29 minutes. Conservice is ripping me off and stealing my money. I've lived in this complex for almost 4 years. My bill for water has never been more than $25. I want a reimbursement of the money I was over charged last several months since March. I also want to be taken off autopsy so Conservice stops stealing money from my account. I've never encountered a **************** for a company so useless in my life. From the many posts of complaints I've read. I'm not the only one that Conservice is stealing money from.. This needs to be addressed and stopped..

  Business Response

  Date: 09/29/2022

  **** - Your water and sewer charges were calculated based on your occupancy, not your individual usage. Your property management receives bills for the community's total water and sewer service. 
  
  These charges are used to calculate a charge per occupant. Any increases or decreases in the community's total water and sewer will reflect on each resident's monthly statement. 
  
  Your final bill is higher than your previous bills because it is for a longer service period. Your previous statements were for 30 - 31 day service periods. Your final bill was prorated for the services from 08/11 - 09/26, a 46 day period. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been over charged since this past April 2022. My bill has almost doubled since. I only have myself in the apartment. I take one shower a day and flush toilet 2 times a day. I'm paying almost double what other tenants are paying. Some of them have 2 people in there apartment. I live alone. The complex has me down as 1 occupant. I should not be paying double from other tenants. My bill has gone up from $25 in April to almost $45 the last 2 months. Other tenants are paying $23 a month. This needs to be corrected back to what I was paying $23. I in no way using no more water than I did in April 2022 than I am now. My bill went up higher in July 2022 and I wasn't even home. This needs to be *********** away. Conservice is stealing my money.

  Business Response

  Date: 09/29/2022

  **** - Your water and sewer charges were calculated based on your occupancy, not your individual usage. Your property management receives bills for the community's total water and sewer service. 
  
  These charges are used to calculate a charge per occupant. Any increases or decreases in the community's total water and sewer will reflect on each resident's monthly statement. 
  
  Your final bill is higher than your previous bills because it is for a longer service period. Your previous statements were for 30 - 31 day service periods. Your final bill was prorated for the services from 08/11 - 09/26, a 46 day period. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday September 23,2022 I was informed by my child that there was no electricity in my rental home I contacted ****************** management which is who I rent from and they forwarded me over to conservice which is the company that bills me for my utilities since my utilities are required per my lease to be in the property's utility company I was told that he would put an urgent notice to get my lights back on since I am paid in full and never late on my utilize payment I arrive home and still had no electricity so I contacted **************** utilities and they informed me that I can not get any info on my account for my home since it's under conservice so I am now going on two days with no lights and can not contact anyone due to them being closed and not listing an emergency number this is unacceptable I can not cook and all my food has now spoiled I would like payment for all my food that was lost and some type of reimbursement for not having electricity for three day

  Business Response

  Date: 09/27/2022

  ***** - I'm sorry for the situation. I'm happy to see that you have resolved this with our customer service team. Per **************** Utilities the disconnection was due to an account transfer, but reconnection should have occurred on September 26th. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions.