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:08/15/2022

  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.

  I have been living in ********* Apts for a year and 5 months. About 2 months ago I discovered they were basing my utility service on having 2 occupants in the apartment. I signed the lease with one occupant. Only 1 occupant has ever stayed here. I requested there help and an audit to refund my money. The stop communicating after 4 emails telling me they were going to do an audit and no further communication. I need my refund and correct billing going forth

  Business Response

  Date: 08/19/2022

  **** - Your occupancy has been updated to 1. A credit of -$119.67 for the water and sewer will be applied to your account with your leasing office. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:08/12/2022

  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.

  The apartment complex that I am living in has now started using conservice for water/sewer/garbage services. The original agreement was a flat fee service of 75$ a month for water/sewer/garbage. Now conservice is charging Sewer *****, water *****, and trash ***** monthly. The water and sewer fees are not based on my apartments usage, but the buildings usage. Our building has 8 units, and the average price is split between each apartment based on the number of people living in the apartment. I have 2 children that visit their dad, so they are not here 100% of the time especially during the Summer months. I do not agree that this is a fair portion to pay when there can be more people using water and sewer services in each of the other 7 apartments that I am paying for. So all in all I am getting charged for services I am not even using. Waste connection (trash) charges ***** every 2 months for garbage services for a single family home. This company is charging ***** each month. That is DOUBLE the price. I have a rental unit where the water service is charged by the county at 40$ every 2 months reflected on the electric bill, and conservice is charging 50+ dollars monthly. Quite honestly I feel this company is making thousands of dollars profit on the people living in this complex each month. These are not fair rates to charge for services, and this is not a fair market rate for what we have and what we use on a daily/monthly basis. Can this be looked into so that we are charged a fair rate for monthly water/sewer/garbage fees?

  Business Response

  Date: 08/18/2022

  ****** - Unfortunately, I do not see that you have contacted us directly with your questions and concerns. I can confirm that you are being billed per your lease renewal. 
  
  You are simply receiving your portion of the community's water and sewer charges based on the occupancy listed in the lease and the size of the apartment. The charges are calculated this way as this was the best option to allocate out the community's water and sewer charges as there is not a system available to measure each apartment's usage. 
  
  Your community receives bills for the water and sewer service. These charges are split in half. One half is used to calculate a charge per occupant and the other is used to calculate a charge per square foot. 
  
  Your community also receives bill for the trash service. These charges are divided among each apartment equally. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17708332
  
  I am rejecting this response because: 

  #1 I have tried calling several times but disconnected the calls after a 45 minute wait time or the office was closed.  I work 40 hours a week. And do not have that time to sit on hold.

   

  #2 ************* uses Waste Connections garbage service they charge 52$ every 2 months for an average 4 person single family home. I am being charged 49$ each month. That 47% profit.   

   

  #3 Water & sewer for a single family of 3 in BG with a **** sq ft home pays 70$ monthy and that is with watering the yard.  I am getting charged 127$ monthly.  We drink bottled water only due to the water quality.  That again is amost 45% profit. 

  I don't know anyone that would agree paying an average rate over 8 different families is an accuate reflection of our consumption. We should never be charged for others consumption and usage.  

   

  These prices are not a refection of the services being used/consumed.  I can almost rationalize the garbage as it is picked up more frequently but the water and sewer charges are absolutely ridiculous.   If I had the option to not use Conservice, I wouldn't.  This is a newer service to the complex and no one I have talked to is happy about it either.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/24/2022

  ****** - Our customer service team can also be reached online at www.utilitiesinfo.com, Monday through Friday from 6 AM to 6 PM MST. 
  
  Apartment communities are not billed the same as single family homes. Many apartment communities are billed as commercial properties with commercial rates. 
  
  We simply take the total amounts billed to the property management by the utility providers and allocate the charges out to the residents based on occupancy and square footage. We are not measuring each apartment's individual usage. 
  
  The only fees we include on the monthly statements that is not a portion of the community's utilities is the service fee and rent. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions. 

• Initial Complaint

  Date:08/10/2022

  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.

  Trying to make a payment with this company is almost impossible. The automated phone service has not worked since I unfortunately became a customer of their's three years ago. I am NOT signing up for auto pay as your site is full of complaints of Conservice stealing money out of peoples accounts. I finally cracked and made an online account after getting tired of spending a half hour on the phone every time I had to pay a $23 water bill. Apparently you CANNOT pay your bill over the phone anymore. Their only response is to send a check. To a company that steals money right out of their customers checking accounts? Just make it easy for you to keep my money and leave no paper trail? I would like to pay my bill but I've been hung up on by the rude indian named **** that apparently always answers the phone. Guess I just have to accept my credit score going in the toilet because I dont want to send a personal check that is most certainly not going to pay off my account? Thanks for letting Indians rob me?

  Business Response

  Date: 08/18/2022

  ********* - In reviewing your account, I see that you have submitted several payments through our automated payment line. We can confirm that it is working as normal. If you can provide any information about the issues you are experiencing specifically, we can look further into this. 
  
  You can make one-time payments on our website without signing up for auto pay. You can also use any bill pay options offered by your bank to submit a one-time payment if you do not wish to mail in a check.
  
  To ensure absolute security we are no longer processing payments over the phone with a customer service representative. I'm sorry for any inconvenience. We do not report payment history to any credit bureaus. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:08/10/2022

  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 live in a rental home through Progress Residential. I opened a ticket with their utility billing vendor Conservice to have them shut off trash collections. I explained that I already opened a trash collection account under my name directly. Instead of doing this, they opened another new account for the house under their name and had more bins sent to my house. So now I'm paying twice for trash collection and I have two sets of bins. I tried replying to ********************************* at Conservice's email and have received no response (twice). I tried calling and the phone just goes to voicemail...and the voicemail box is full. I thought about it and *maybe* there is some reason they "have to" set up trash service for me, instead of me doing it myself. But it would be nice if they could just SAY SO, instead of ignoring me. I told them in the first place that I already set up service...and then they set up MORE service and will be charging me for it. And now with the non-existent customer service.

  Business Response

  Date: 08/16/2022

  **** - You can reach our customer service team at ************ or via chat at www.utilitiesinfo.com Monday through Friday from 6 AM to 6 PM MST. 
  
  Our trash team representatives do not handle general customer service questions. They simply process any trash requests submitted online. This includes bin orders, missed pickups, bulk pickups, etc. I'm sorry for any confusion. 
  
  Per your lease agreement, the water, sewer, and trash should remain in Progress Residential's name and will be billed along with your rent. I advise cancelling any trash service you have set ** in your own name to avoid being charged twice for trash. 
  
  Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:08/08/2022

  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.

  Our apartment complex uses Conservice's service for water/sewer. They issued my last statement on 07/21/2022, and expected a due by 08/01/2022. I did not receive any email notification saying I was late. They charged me $10 because I paid on 08/08/2022. This company is using this as an excuse to scam money.

  Business Response

  Date: 08/10/2022

  Haofan - I'm happy to see that you resolved this with our customer service team. Your account now has a credit of -$10 which will be applied to your future charges. 
  
  To clarify, it is best to make payments prior to or on the due date to avoid late fees. We do offer a 3-day grace ****** after the due date before any late fees are charged. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:08/05/2022

  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 discovered that I was being billed utilities for 2 tenants when actually I was the only tenant in the residence and the only tenant on the lease. I have contacted them on 5 separate occasions to determine the status of my request for the matter to be looked into and to be refunded the amount I have overpaid for the last 12 months. I have provided my lease to them as well. They keep telling me I will have a response via email in 3-5 days. It has been 2 weeks and every time I contact them for an update, it's the same answer. I feel taken advantage of and that I have been overbilled for 12 months and am frustrated that I had to discover that myself. They have taken more money from me than necessary for the last year and I'm sure they are doing this to more people who probably do not know.

  Business Response

  Date: 08/10/2022

  ********** have confirmed with your property management that the occupancy is 1. I'm sorry for any delay. This has been updated in our system. The following credits have been calculated:
  
  -$47.49 for water
  -$56.41 for sewer
  
  These credits should appear on your account with your leasing office. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions. 

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with Conservice several times since June, 2022. My monthly water/trash bill has continued to rise monthly. I requested that they review my water consumption and provide detailed as to my usage. It was revealed to me that the onsite meter was not working correctly and it was reporting water usage when I was on vacation. The rep for Conservice stated that he would look into by requesting an inspection of the meter and that my water bill would be adjusted. I have followed up repeatedly, and to this day, have gotten no response. To add insult to injury, they have begun charging me a late fee when I am not late. Additionally, Conservice does not have a consistent due date to pay current charges. It changes monthly and their billing cycle is double dipping on the first of every month. The cycle begins on the first of every month and ends on the 1st of every month and some months are 30 day cycles and others are shorter. Most recently my bill reflected a 27 day cycle. this is all very concerning. I have reached out to my apartment complex management company. They are investigating as well. This issue has been going on for must and it is interfering with my right to rest and relaxation.

  Business Response

  Date: 08/09/2022

  Haven - I'm sorry for any confusion. Nothing indicates that there is an issue with the meter. If you are concerned about usage occurring during the time you were not in the apartment, this is likely related to a maintenance issue. You will need to reach out to your leasing office directly to request a maintenance check. Our team cannot request this for you. 
  
  I have waived your late fee. To clarify, you are simply being billed based on your usage for the water and sewer. For example, if the read we receive on 05/01/22 is **** and the read we receive on 06/01/22 is ****, this would indicate 100 gallons used (****-****). Then, if the read received on 07/01/22 is **** this would indicate 200 gallons used (****-****). 
  
  The water base and sewer base charges are simply flat rates, and the trash is your portion of the community's total trash charge. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17660091
  
  I am rejecting this response because:Explain why you removed my late fee? Possibly because I WAS NOT LATE. Additionally, my billing concerns were not addressed. Conservice is billing for the first of the month twice. How come I don't have a consistant due date. Conservice states that it would reduce my monthly rate by setting up auto pay but there is not a consist monthly due date so I am unable to schedule an on going payment. Conservice should have some algorithm that alerts when there is a sudden dramatic increase in water usage. 

  Please tell me why every billing period varies? Please tell me how I am supposed to setup auto pay when there is no consistent due date? please tell me how I am to get a credit for being over charged for water usage? and lastly why are your billing cycles cover the same date is two separate cycles?

  
  
  Sincerely,
  
  ************************

  Business Response

  Date: 08/17/2022

  Haven - The late fee was removed as a courtesy. It was applied on 08/01/2022, likely prior to when we received your payment. I'm sorry for any inconvenience. 
  
  The charges are not calculated daily. You are billed monthly. For example, the statement due 07/19/2022 was for the month of May and the statement due 08/01/2022 was for the month of June up to the 27th. 
  
  Again, if the read we receive on 05/01/22 is **** and the read we receive on 06/01/22 is ****, this would indicate 100 gallons used (****-****) from 05/01 - 06/01. Then, if the read received on 07/01/22 is **** this would indicate 200 gallons used (****-****) from 06/01 - 07/01. 
  
  Per regulations in your area, the due date must be a few weeks after the statement is finalized. Therefore, your due date will fluctuate based on when the utility statement is finalized and sent out to you. 
  
  If you sign up for auto pay the payments would simply be processed automatically on the due date that month and there would be no convenience fee charged. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions. 

• Initial Complaint

  Date:08/02/2022

  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 out of my apt on June 10. There was nobody living there since. But Conservice billed me S37 for water, sewage and trash between June 15 and July 2 while nobody used any water, trash or sewage service. The **** sent me the last **** for service ending June 10, 2022.

  Business Response

  Date: 08/09/2022

  Yijie - Per your lease agreement, you are responsible for the utilities up to your lease end date. This is why we billed you for the water, sewer, and trash up to July 2nd. These charges cannot be adjusted unless your lease agreement ended as of June 10th. I'm sorry for any inconvenience. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17659247
  
  I am rejecting this response because:

  I have never told that is part of the lease. It is a robbery to charge the fee that customers dos not use. How can you justify the charge: a charge out of nothing! You must change the lease. I don't believe any other company can do what you do. Tell me where the money went. 
  
  Sincerely,
  
  Yijie Dong

  Business Response

  Date: 08/16/2022

  Yijie - Just as you are responsible for rent up to the lease end date, you are responsible for the utilities up to the lease end date. If you have any concerns regarding the lease agreement, please follow up with the property management. 

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into this apartment May 28, 2022 and registered with Conservice for water billing. It has been OVER two months and I have yet to receive a ****. My online account indicates usage so they are metering it, but amount due of zero. They do not answer their customer service line, so I sent a request via live chat online over a week ago asking when I would receive my first ****. I was told someone would return my call in ***** hours but I heard NOTHING. I tried calling again this morning but the call goes straight to waiting music on hold. After 50 MINUTES, no one answered, still playing hold music so went online again, chat AGAIN (27th in que and waited ANOTHER 30 MINUTES), and told them I had not received my first **** even though I've been set up with them 2 months and I don't want a surprise ****. I was again told a supervisor would call me within ***** hrs. I then went downstairs to our leasing office to complain about Conservice and was told I wasn't the only one waiting for a ****. I don't think the leasing office (and I forgot to mention) it's not just this month, but over 2 months receiving nothing from them and NO customer service explanation for what amount I am due. Unfortunately this is not my first run in with CON service as they tried to double **** everyone at a prior apartment complex and had to form a tenants association to protect ourselves from their predatory practices. This company is horrible!

  Business Response

  Date: 08/04/2022

  ********* - The billing is done in arrears. This means you will be billed for what was used previously. Please find https://conservice.zendesk.com/hc/en-us/articles/4407536652571-Billing-in-Arrears-Service-Periods-vs-Due-Date for more information. 
  
  I see that your first utility statement was sent out recently. We have experienced a higher call volume. I'm sorry for your hold time. You can also reach out to us online at www.utilitiesinfo.com or opt for a callback. Please feel free to reach out to us online with any further questions. 

• Initial Complaint

  Date:08/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Conservice charged me $96 for a electric climate credit. This credit is supposed to reduce my **** to help tenants with the extra hot months of the year. Even my apartment complex is confused as why theyve charged us when it is literally labeled a credit. Was this a mistake or is there another reason?

  Business Response

  Date: 08/05/2022

  Cambria - The climate credit was charged in error. I'm sorry for any confusion. A credit of -$96 has been applied to your account. Please feel free to reach out to us online at www.utilitiesinfo.com.