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:07/27/2022

  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.

  Conservice switched our water/sewer/trash utilities and our electric **** into their name in August of 2021 without our permission. We were able to get our electric **** back into our name but struggled to get conservice to switch our water/trash/sewer over. We paid conservice through our monthly rent payment on time, every month. On July 26, 2022 our water was turned off for non-payment by conservice. They collected our payment but did not disburse the money. We were home with our 2 young children for 6 hours with no running water during one of the hottest days of the year. Not only did conservice not make our payment, they had our address listed incorrectly and refused to pass us over to a supervisor. We have requested, for the third time, to stop them from managing our water/trash/sewer and allow us to manage it ourselves to insure this does not happen to us again.

  Business Response

  Date: 08/03/2022

  ***** - Per your lease agreement with Progress Residential, the water, sewer, and trash are to remain in their name and will be billed along with your rent. I'm sorry for any confusion. 
  
  I'm sorry for any disconnection in service that occurred. Unfortunately, the **** was processed incorrectly. This was corrected and resolved the same day you reported the disconnection.
  
  If you would like to speak with a supervisor you can request one by calling ************ or chatting with a representative online at www.utilitiesinfo.com. 

• Initial Complaint

  Date:07/23/2022

  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 was charged 3 times in the same minute on the website. I had to call twice to get the two additional payments refunded. Now my $30 bill is $218. Conservice has snuck in NSF fees YET I REMOVED AUTOPAY AND THERE WAS A CREDIT ON MY ACCOUNT. OVER MY DEAD BODY WILL I PAY THESE FRAUDULENT FEELS TOTALLING $218. Every and anything but that can happen. This shit better be fix immediately. Trust me I’m the very last person you’re about to scam

  Business Response

  Date: 07/28/2022

  ****** - I'm happy to clarify. Per the terms of agreement for payments, an NSF fee may be charged if a payment is returned by the bank for any reason. 
  
  On June 27th there was a payment of $80.77 and 2 payments of $72.63 processed on our website. This left a large credit balance on your account. I see that you contacted us in regards to the duplicate payments later that day. 
  
  We did submit a request for the duplicate payments of $72.63 to be refunded back to you. A total refund of $145.26 was issued on July 1st. This reduced the credit on your Conservice account to -$8.14. 
  
  However, you had also submitted a dispute with your bank in regards to the duplicate payments and on July 21st the payment amounts were refunded again. As such, a total of $145.26 was returned to your bank account from your Conservice account, again. This left a balance of $137.12 (-8.14+145.26) due on your Conservice account. 
  
  As agreed to in the terms, there was also an NSF fee charged for each payment returned by your bank. This left a balance of $187.12 (137.12+25+25). 
  
  I have waived the $15 late fee that was previously applied. This along with the current charges due August 1st has left a balance of $203.02 due. I have attached your account history for your reference. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 07/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I need everyone to please, please pay attention here:

  I cannot have insufficient funds if there was a credit on my account and no payment due. I paid this prior bill online.  My card was literally charred 3 payments within the same minute.  The website froze while processing my payment. Only the $80 payment was authorized.

   

  Listen closely here:

  The two additional payments processed without my consent left a credit on my account.  Eventually after I disputed with my bank, they credited the two unauthorized payments of $74  (74x2). That left me with a credit of a few dollars on my account.

  Listen closely here:

  THEN Conservice refunded me those same two payments of $74 AFTER I disputed with my bank. That now looks like I was credited 4 times. Which makes sense. Ok now THEN my bank reversed the two additional credits BACK TO Conservice. So basically inbetween all the madness and transactions settling to the billing, the two additional payments reversed back to Conservice should leave me with a normal bill amount. 
  

  I posted the screenshot of where my bank sent the two payments back.

  How can I be charged insufficient funds if my bill hasn’t been posted to my account yet? I just got the bill on Saturday, but somehow I attempted to submit two payments not due yet?

   

  Are you seeing that the bill is misreading the two additional unauthorized payments from website as NSF check payments now?

  That now leaves me with just the regular bill due.

   

  I HAVE NO IDEA HOW OR WHY THE WEBSITE CHARGED MY CARD 3 TIMES IN THE SAME MINUTE. It froze when I paid the $80 then somehow charged $74 twice. Now those unauthorized payments are being billed as NSF payments I myself never submitted. I’m sorry but I don’t have an answer as why or how my card was charged 3 times in one minute when the page froze.  

  
  The itemized billing settled after all of this mess. 
  

  I think that this will all be accurately reflected on the next bill BUT it will read a credit of the two payments of $74. Again, I did NOT choose to have my card charged 3 times. I don’t know why the website froze. But I effing wish it NEVER happened.  
  Sincerely,
  
  ****** ************

   

  Business Response

  Date: 08/05/2022

  ****** - Your payments were not returned by the bank for insufficient funds. On July 21st we received notification from your bank that the 2 $72.63 payments were being returned due to "Payment was disputed as Duplicate Processing". 
  
  Again, an NSF fee may be charged if a payment is returned by the bank for any reason. This is not only related to insufficient funds. 
  
  The refund issued by Conservice due to the duplicate payments was sent on July 1st. 
  
  We have not received the $72.63 payments back from the bank yet. If the bank resent the payment they likely would have sent it to us via check, so it may take several days to receive. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:07/16/2022

  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.

  Account setup on 06/29. Missed 1st trash pick up on 07/05, again on 07/12. I have filed (per conservice instructions) 5 missed trash complaints, called customer service, and spent 30 minutes talking to ************************* of conservice to only be told, I'd get an email with date of trash pick up. They have never responded to any of these requests. And after ~3 weeks, still no service provided..

  Business Response

  Date: 07/20/2022

  **** - I see that this has been resolved. To confirm,****** County Refuse A Waste ******************* has advised that they have spoken with ****** with Invitation Homes and that this issue has been resolved. The provider's system shows that the pickups were completed. Guidelines were given for which bin is which to ensure that the property is serviced. 
  
  If you are still having any issues please submit an additional trash request at www.utilitiesinfo.com. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 07/21/2022

  Here's the rub. I still have 2 weeks of garbage, not picked up, it doesn't fit in the one trash container. Also, someone in your company told invitation homes, that you Did pick up our trash on the dates missed. That is not correct, possibly a lie.

  Business Response

  Date: 07/28/2022

  **** - The trash request has been reopened. Our team will follow up with you and the trash provider to get this resolved. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:07/16/2022

  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.

  My HOA community has partnered with this company to manage water bills. First of all no one comes out to do a manual reading as my meter was cover 4 inches worth of dirt when the meter was supposed on 7/15. I only discovered this as my last 2 bills for 2 people cost me ***** gallons of water. And they **** me a manual read fee every month as well. I emailed my HOA and they referred me to conservice. Conservice customer service reponds with has then been any leaks? And no there has not. Then meter should be checked and referred me back to my HOA which doesnt respond and doesnt do anything. Today I received another 500 ****. So I turned of all my water by tap meter is not running. Checked 20 mins later still no movement. So I know there is no leak in my home. My water **** for 3 years has never consumed a fraction of the gallons I am being billed for! To make matters worse I find out we have a disconnect notice for our master meter for the entire community! So what in the heck have I been paying for all these years? I need someone to call me and investigate as my neighbor was being billed for 2 years for another owners meter and no one wanted to help! I refuse to continue to be over charged every month. My household wasnt using over **** gallons a month and now we use over ***** gallons per the last 2 readings and no leaks . This house was built in 2019 and all toilets, sinks, tubs and washer has been checked. Water heater not leaking either! We need someone a live person to help! Since our meters are being read via computer somewhere. And could easily be mixed up with another unit like my neighbors!

  Business Response

  Date: 07/21/2022

  ****** - Generally, a technician will walk or drive through the community with a wand to get close enough to each meter's signal in order collect the reads each month. This is what the manual read fee is for. We have been receiving actual reads from your meter. These indicate that there has been a large increase in your usage. 
  
  A work order to check your meter has been opened. Scheduling a technician to check the meter can take several weeks or months depending on their availability. If any issues are found with the meter, we can look into possible adjustments. 
  
  To clarify, each meter has a unique serial number. The meter number is associated with the address of the home it is hooked up to. It is highly unlikely that your meter is measuring usage for another home, but the technician will be able to confirm this for you. 
  
  At this time, I would advise paying your charges in full to avoid disconnection. If you have any concerns regarding the disconnection notice, please follow up with the HOA/property management as they handle all disconnections. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17577004
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/21/2022

  I reject this as I have spoken to the city and it doesn't take that amount of time for a tech to come as conservice a 3rd party vendor. Also I was told if I had the tax ID info I could have requested this myself. But since the *** will not provide or call the city I am stuck with the response. Secondly I have had 2 of my neighbors that experienced the same issue and it was infact being billed for another person's water. Lastly, conservice has never sent a person to read the meters. The fact they claimed someone comes in a vehicle and gets close to the home how can that be an accurate reading. To wait weeks or months for a tech to come is ridiculous. Considering thier so called techs were on the property turning water off. So I want to know what tech is coming? Conservice or ***************? Since *** has to pay the city for my water. I have lived here for 3 years and have never consumed this amount of water. How can 2 people do thar? Home has been checked and we have no leaks. And we cannot simply pay these high bills. I reported this last month with no response but only now to be told a tech was requested with no ETA. So am I going to keep getting billed incorrectly 500 for months on end with 20 of late fees every month until they decide to help. The fact that this water is for *************** and not owned by conservice I am being over charged! The city doesn't even impose these type of fees!

  Business Response

  Date: 07/28/2022

  ****** - We do understand your concern with the increase in usage. This is why we advised checking the home for maintenance issues and have submitted a work order to get your meter checked. 
  
  Generally, the technicians hired by Conservice are of a third party and not associated with the utility provider. Again, scheduling a technician will depend on their availability. We are working to confirm an ETA on this. You will be contacted with any updates. 
  
  To clarify, your meter simply emits an electronic signal with its current read. This signal is not strong enough to reach our system on its own. This is why a technician is required to get close enough to the meters for the reads to be obtained each month. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions. 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17577004
  
  I am rejecting this response because: It makes no sense not to involve the city since it'd thier water secondly for the 4th time. I have no leaks in my home. I will not hire another plumber to do this. My water usage has been under **** gallons and now its more than quadrupled for 2 people. No one can afford **** **** for water. And the fact that conservice hires a 3rd party based on their availability is ridiculous. The city would have came out already. All the while I am being over billed for usage and late fees! And the *** is no one knows is nonsense. There needs to be a better solution than this and if a person is in a vehicle claiming to read my meter and per the vendor that comes to cut of water that HOA uses even states the system misreads as it can pick up someone else's. This has happened to both of my neighbors and it took conservice over 6 months to correct! I refuse to over billed for the next 6months it's not right. It's unfortunate that our HOA decided to use conservice as this water is not being monitored correctly or fairly! Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2022

  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 went to the ******* on ***************************************. I waited in the drive thru and no one said anything. I seen a worker sitting outside and I asked " aren't you guys open" the guy stated "sometimes" I asked "what do you mean" he said "sometimes we are sometimes we're not" then the lady that was I guess supposed to be taking orders "stated you don't have to be doing all of that" and then proceeded to say to someone else"that's why people food get spit in". I can guarantee you if you look at the cameras at that location from 10:40-10:50 you will see a red jeep drive off that was me. I can guarantee you'll see them not taking people orders and pretending you guys are closed. This is scary and unacceptable.

  Business Response

  Date: 07/01/2022

  ***** - Conservice is a third party utility management and billing company. We are contracted by many property management companies to **** for any applicable utilities. You can find more information about us at https://www.conservice.com/. 

• Initial Complaint

  Date:06/25/2022

  Type:Delivery 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.

  Normally, I receive my bill through email by the 9th or 10th of the month for the bill due on the 1st of the following month. It's June 25, and I've not received my bill, and have only gotten vague responses from the company. This is a sub-metering company that does back billing through the property owners. They've been like clockwork until now.

  Business Response

  Date: 06/30/2022

  ******** - The utility statements are sent out as soon as the charges are finalized. We do aim to have these sent out around the middle of the month, but there can be delays sometimes. I'm sorry for the delay this month. 
  
  I see that your statement has been sent to you via e-billing. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 06/30/2022

  
  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:06/23/2022

  Type:Delivery 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 has incorrectly listed 3 occupants on my account in order to overcharge me. I am the only adult occupant and the number should be 1 on the occupant section, bringing my **** to 1/3 the amount it is now.This is a new account. Please correct immefiately

  Business Response

  Date: 06/28/2022

  **** - I'm happy that you were able to resolve this with our customer service team. To confirm, your occupancy has been updated to 1 and the following credits will be applied to your account with your leasing office: 
  
  Water -$3.60
  Sewer -$5.90
  
  Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions. 

• Initial Complaint

  Date:06/22/2022

  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 paid both of my bills on time. The first check got lost in the mail so I paid a late fee. Understandably, it was not the companys fault. I paid my **** in full for the month check that was lost in the mail and the month I just got billed for plus a late fee on $60.70 on may 26th. I then canceled the check in the mail as I owe them nothing else. Then on June 20th at just about midnight I get a notice that a **** is late. The check that was lost in the mail apparently got to them and bounced as it was cancelled so it would have. They then charge me a $25 bounce fee for money that at that point I did not even owe. They never told me I owed this money at all to begin with nor do I think it is even remotely fair to owe this money given the circumstances. On top of that, I was charged a late fee and never told I owed money in the first place. I call the company and see if they can do anything given the circumstances and they say they can waive the late fee but thats it. So Im being charged $25 for money that I dont owe from a check that I cancelled because it got lost in the mail.

  Business Response

  Date: 06/28/2022

  ****** - I'm happy to clarify. Your first **** was due May 15th and a late fee was charged on May 18th. However, this late fee was removed as a courtesy and your check payment was received on May 25th. 
  
  Unfortunately, the check payment was returned by the bank due to "payment stopped". There was a $25 NSF fee charged to your Conservice account because the payment was returned. A letter stating this was mailed to you. An NSF fee is charged anytime a payment is returned for any reason. 
  
  We were not informed by you that you had cancelled the check. This is why the check was processed to be cashed as normal, which resulted in an NSF fee. I'm sorry for any inconvenience. 
  
  The payment you made on our website did cover the utility charges due May 15th and June 15th, but did not cover the $25 NSF fee. Therefore, you received a late notice for the $25 balance on your account. A second late fee was removed as a courtesy. 
  
  You can find information about all your payment options under Conservice Collect at https://conservice.zendesk.com/hc/en-us/articles/4407182784283-Where-and-how-to-make-your-utility-payments. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

• Initial Complaint

  Date:06/22/2022

  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.

  My apartment has not been vacant since January 2020. I am still inhabiting this apartment currently. The attached bill reflects a "Vacant Service Fee" I have not vacated the apartment. I do not intend to have Conservice pay my bills. Their company has been charged for electricity that was supposed to be charged to my account. It is for $30.43, I will pay that amount. My normal electricity is about $70 - $75 per month. That would leave $40 possibly up to $5 on top. I am fine with paying my bills. Just because a "Vacant Service Fee" is added to a bill does not mean it is not stealing. This is blatant robbery. On top of that if I do not inhabit the apartment, why would I be charged for utility services? I would have no reason to pay for garbage, water, or lawn service. I also would not have a lease with Crystal Springs Apartments. I need to have the $50 "Vacant Service Fee" removed. I will pay the account in full after this $50 fee is removed. I was informed there will be an additional "Vacant Service Fee" on the upcoming bill. That will need to be removed as well. I believe that is because Conservice separated the electricity over 2 months of bills to charge me 2 separate "Vacant Service Fees." I need to have that fee removed from the upcoming bill. I have no intention of making Conservice pay my electricity. I am ok with paying back my electricity that was charged to their company.

  Business Response

  Date: 06/23/2022

  **** - Unfortunately, I do not see that you have contacted us in regards to this. To clarify, vacant charges indicate that a utility service was not in your name when it should be per your lease. 
  
  We received a bill from Southern California Edison for the electricity used from 04/30/22 - 05/08/22. These charges were forwarded to you as vacant electricity on your July statement. There was also a vacant service fee charged for processing the bill on your behalf. 
  
  If you were also billed by Southern California Edison for the same service period, I advise sending in copies of your bills. We can then review the vacant electricity charges. 
  
  In order to review the vacant service fee, we will need to confirm why the services were not in your name. This is done through a conference call with our team, you, and Southern California Edison. You can call our customer service team at ###-###-#### to request this. 
  
  You can find more information about vacant charges at https://conservice.zendesk.com/hc/en-us/articles/*************-What-are-vacant-charges-and-why-am-I-receiving-them-.
  
  Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Business Response

  Date: 06/29/2022

  **** - Again, in order to review the vacant service fee, we will need to confirm why the services were not in your name. This is done through a conference call with our team, you, and Southern California Edison. You can call our customer service team at ###-###-#### to request this. 
  
  This is the only way we will be able to determine if the vacant service fee can be credited. Please feel free to reach out to us online at www.utilitiesinfo.com with any questions. 

  Customer Answer

  Date: 07/01/2022

  
  Complaint: ********
  Last year I earned an income below the poverty line. This year I am earning even less. I am paying bills almost all from savings. I contacted SCE (Southern California Edison) in April. I advised them I would need to move back home to Houston. I have attached the April bill, which was sent to my parents house in Houston. I received a refund for the $1 extra I accidentally sent to SCE. That was sent to me toward the end of May, also to my parents house in Houston. That was when I reached back out to SCE to ask for the bill to be placed in my name again. I requested to back date and pay for the month of May. You stated in the previous response the Vacant Service Fee of $50 is charged to me by Conservice because it paid the electricity bill. That is a premium added on top of the electricity bill. I spend less than $100 on groceries per week. SCE would not let me back date and take the May bill back in my name. I would have to starve for 9 days to pay the 2 Vacant Service Fees of $50 each. That is everything about my financial state, my interactions with SCE, and the 2 fees controlled by Conservice. I am only begging you to remove the 2 Vacant Service Fees so I can pay for groceries to eat. I am not asking Conservice to pay for my electricity. I am just pleading with you to let me have the extra fees removed so I can afford groceries. Sincerely,
  **** *****