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:10/22/2024

  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 the only person on my lease and live alone . I have lived here for the past 9yrs. I began noticing large increases on my bill sense covid 4yrs ago. The first five yrs my bill ranged from $30 to $50 total per month. It has sense doubled to $80 to $95 per month. I spoke with a representative and was told that the bill is calculated by the whole community and then divided by each unit. This is so unfair because I am paying the same as a family of 4. My itemized bill shows that my sewer cost is more than half the bill. The actual water bill is $18.46. They also add on a service fee of $5.50 everymonth. I pay my rent and water bill together on the rent portal along with another fee of $4.95. I am being charged 2 fees per month. I always pay in FULL and it has NEVER been late. I asked to speak with a manger but never recieved a call back. I would like a investigation on how the bill is calculated and a adjustment on my current and past bills.

  Business Response

  Date: 10/29/2024

  ******** - I am happy to see you have been in contact with our **************** Team and a supervisor was able to contact you regarding your concerns on 10/23/24. There was no answer when the supervisor called back but they did leave a voicemail. To confirm, at Legends 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 amount is divided among the residents based on their occupancy and square footage. You are billed according to 1 occupant and 931 square feet. Each of these charges can vary from month to month depending on the total amount received from the water company. Please note, those with more occupants and a higher square footage will pay a larger portion than those with one occupant and less square footage.
  
  In reviewing your account, I see the water and sewer charges have remained consistent, fluctuating as expected, over the last year. As the community bill fluctuates, your individual charges will flucutate as well. Additionally, sewer is associated with the water cost. The water is for anything that comes into the unit through the sink, bathtub, etc., and the sewer is anything that goes down the drain. The sewer cost is typically more expensive due to it needing to be treated and cleaned. 
  
  The $5.50 monthly service fee on your Conservice statement covers processing and consolidating your charges onto one billing statement. It is similar to fees other utility or service providers may charge to provide similar services. Any fees charged by the leasing office is under their discretion. Any questions regarding fees or payments with the leasing office can be taken up with them directly. Please feel free to reach out to us online at ********************* with any additional questions. 

• Initial Complaint

  Date:10/22/2024

  Type:Order 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.

  My problem with **** started in August 2024. I leased an apartment with an effective date of June 28, 2024. I set up my electric service prior to my move-in date I received and paid utility bills for my local utility company. Late September I received a bill from cons service. I tried contacting them to resolve the issue, and I had a very difficult time getting in touch with her service Department. When I was finally able to speak with someone explained to them that I had my service set up with my utility company and that I should not be receiving a bill from conservice I sent them a copy of my utility bill. I didnt hear back from them, but then I subsequently discovered that the unit number for my apartment was set up incorrectly. I contacted my utility company and they said that they would fix the situation with conservice. I did not hear back from conserve so I thought everything was fixed. And then received a bill dated September 28 For the following months billing.I again contacted Conservice Explain the situation to them again, because for some reason they had no records from the previous times I had called them, and Sent them the corrected billing from my utility company showing that I have paid my bills and my correct unit ********* first, I was denied a correction of electric charge. After much back-and-forth, I was told that they would credit my account for the electric charges that I still owed the service fee.I contacted them again with great difficulty, a customer service representative from cons service myself and a representative from a utility company were on the ******** seems that the situation was resolved. I was told by the customer service representative from con service that everything was all set. But I just received an email from the company again today saying that they have no record of the communication I had with the customer service representative to resolve the situation. I need some help resolving the situation.

  Business Response

  Date: 10/29/2024

  **** - I am sorry for the situation. In reviewing your account, I see the **************** Representative that performed the conference call submitted the request to review the ************** Fees. This request is now complete and the following credits have been issued:
  
  $-50.00 ************** for 06/28/24-07/17/24
  $-50.00 ************** for 07/18/24-08/18/24
  
  These credits will reflect on your Conservice statement due 01/01/25. Going forward, you should not receive any other vacant charges for your unit. 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: 10/30/2024

   
  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.
  Its unfortunate that I had to contact the Better Business Bureau in order to resolve this dispute. I read on the companies website that they pride themselves on customer response and satisfaction. As has been noted before on the many complaints to BBB this companies customer service department is deplorable.
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/19/2024

  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.

  Hello. I am reaching out to your organization because I feel I have unfair practices occurring in my apartment. I am a single lady with three kiddos on a Section8 voucher from the ****************************. My utilities (water, trash, and sewer) are paid to my landlord at **************************, and so Community Action is unable to advocate in any way. My water bill is usually about $33 per month, however 2 months ago it has tripled. I am unemployed, and I receive TANF. I cannot handle this $164 a month, and there must be something wrong, but my ladies in my Landlord's ************** say that it's just happening to everyone. The best these ladies offered was to break payments into parts. I'm told to contact Conservice who handles the utilities, and when I did nothing was done. Conservice only says more water is being used. Why is my utilities over a hundred dollars more. This is next to impossible!!! Nothing different is being done in my home for the past two ******** is impossible for a water bill to triple over one and two months, but I have no idea who can help me, and it certainly is not the ****************** Please contact me at your earliest convenience.Thank you kindly, ********* ****** *************

  Business Response

  Date: 10/25/2024

  ********* - I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, 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 property management pays a portion to cover common area usage and the remaining amount is divided among the residents using a multiplier based on occupancy. With this bill method, the water and sewer charges can vary month to month depending on total amount received from the water company. 
  
  Conservice bills according to the occupancy listed with the leasing office. In reviewing your account, I see the occupancy changed from 1 to 4 occupants on 06/26/24. Due to this, your multiplier increased from 1 to 2.6 which is what caused the significant increase in the water and sewer charges beginning on the bill due 08/01/24. I am sorry for any confusion or inconvenience this may have caused. Any questions regarding the change in occupancy and/or updating the occupancy can be taken up with your leasing office directly. Please feel free to reach out to us online at ********************* with any additional questions. 

• Initial Complaint

  Date:10/17/2024

  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 filing a formal complaint against Conservice. I have been using Conservice for approximately five years without issue, but this month, I have been subjected to an apparent case of double billing for water services.For context, my water provider bills quarterly. The water provider sends the bill to Conservice, who pays it and then divides the total into three equal parts. Conservice then bills me that amount over the course of three months. When the water provider sends a new bill, the cycle repeats. This has been the standard process for the entire five years that Ive been using Conservice.However, for the month of October, two bills were generated: one for the last third of a previous billing cycle and another for the first payment of a new cycle. Never before have both amounts been charged at the same time. This month, I was billed for two separate service periods, resulting in a bill that is double what I have paid previously.Upon reviewing the bill, I contacted Conservice twice for clarification, but neither customer service representative could explain the double billing. Despite my efforts to resolve this issue, I have not received appropriate assistance. The only response Ive been given is, "Its rare, but it happens sometimes," with no explanation of why this occurred or whether it will happen again in the future.This lack of suitable explanation or assistance is unacceptable.I am seeking an immediate review of my account and ********************** history, a clear explanation for these charges, and a refund or credit for overcharges.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 10/24/2024

  ****** - I am sorry for the situation. To clarify, 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 bills for a specific utility, you will not have charges for that utility that month. There may also be months where we receive multiple bills at one time. You can find more information about why this can happen here: *******************************************************************************************************************************************;
  
  In reviewing your account, I see while we were processing the charges for the bill due 10/01/24, we received the next set of provider bills. To avoid any delays in the charges being passed along to you, we included the next service period on the 10/01/24 bill. It is possible for this to happen again in the future if another statement is received and processed before your billing is finalized for that month. Since these charges are simply for your usage and no error has occurred in the billing itself, no adjustments are necessary. 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.

• Initial Complaint

  Date:10/04/2024

  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.

  Billing cycle 07/26/2024-08/29/2024. I contacted this third-party billing water service because I noticed that the convenience fee increased from $3.07 to $4.07 without an notification of increases. Also, I notice for a smart energy efficient townhome, my water **** seems to be extreme and have increased also, from the previous month. I asked the customer service rep ***** K who reads my meter each month because its extreme. She advised that the manual readings are from someone writing down the meter number for my home each month and reading the meter around the 26th of each month. I mentioned to ***** K that, no one ever comes to my home, and I wanted to understand where these readings are coming from because I should not have to pay someone else water and this is a major concern for me with 1 person in my home the majority of the year. She proceeded to tell me that there is one main reading with the billing statement being divided amongst the homes within the community. I told her this was concerning because how can I be sure I am not paying someone else portion of a **** because it is split between usage percentage. I should only be responsible for paying for my usage and not anyone else's that does not live in my home. The current **** of $146.24, was very extreme and also the month before was extreme and I requested to speak to a director or VP because the explanation and my meter readings are extremely high, and ***** ended the chat abruptly. I do not want to pay for someone else's water usage within my community and townhome building of 5 homes attached. I requested an audit of usage and wanted to file this complaint as I believe my meter readings are erroneous. I have to be paying for more of a percentage of usage for a home that has a non-working meter or has not paid at all. We have had several leaks within the community with the poor irrigation system and a tow company hit the spiget up front. That leak should not be included in my billing usage.

  Business Response

  Date: 10/11/2024

  ****** - I am sorry for the frustration. In reviewing your account, I see ***** accidentally ended the chat but did send an email to ******************** with more information regarding how your meter is read. She stated, "Per my team, your meter is manually read, which means either the maintenance team (if there is one) or the *** ***** a meter company to gather readings and send them to us. This could be done with a drive-by electronic wand, but the method may vary as they sometimes walk through neighborhoods or drive around." Even though it shows your meter is read manually, it does not mean someone physically looks at your meter directly. I am sorry for any confusion.
  
  The billing method at your community is where each resident is billed for their individual usage. The water and sewer charges are based on the percentage of water you use compared to the other residents at your community. For example, if you use 5% of the water used by all the residents, then you will be billed for 5% of all the water. With this billing method, your water and sewer costs can potentially go up, even with lower consumption, if a higher percentage of water is used that month. In cases like this, even though your consumption may decrease, the percentage you use at the community may have increased which is why your utility charges will also increase and/or stay consistent. 
  
  In reviewing your account, I do not see any discrepancies with the meter reads themselves. They show consistent consumption each month varying as expected. Due to this, no adjustments are necessary. Please note, any questions regarding maintenance at the community itself can be taken up with the *** directly. Please feel free to reach out to us online at ********************* with any additional questions.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22380086
  
  I am rejecting this response because: I need an audit. I should not have to share water consumption in my community and I am one person in my household.  There is no way my water should be $146.24 for one individual in this small townhome.  Something is very wrong with the sharing and percentage breakout and I am certain there are more persons that are using water and not paying there bill and I should not have to have an increased bill because they are not paying. This is an unacceptable explanation and I do not agree. I ha e emailed the *** and waiting a response and they have also, failed to respond. They advised to reach out to Conservice. I did not receive and email from ***** *.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/22/2024

  ****** - I am sorry for the frustration. To clarify, each resident is responsible for their individual consumption. The percentage of water each resident uses, however, will change each month causing the water and sewer amounts to vary from month to month. As requested, I have submitted a request to look into providing a breakdown of how your bill is calculated as well as look into sharing the community provider bills. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions. 

• Initial Complaint

  Date:10/02/2024

  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.

  From 7/15/24, I was the only roommate living in our 4 bedroom unit. On 8/1/24, the new lease term started and my roommates were added to the utility bill. Instead of fairly charging me the full utility amount between those days and then 1/4 of the amount for the other days in that billing period, Conserve charged me 57% of the WHOLE bill. So now Im basically paying a four person electricity bill. I talked to my roommates and my bill was $53 higher than their's. For reference, my bill from the previous month was about $20. I believe this company is taking advantage of young renters. I contacted them and was told that this was their policy and there was nothing they could do.

  Business Response

  Date: 10/09/2024

  ********* - I am happy to see you have been in contact with our Customer Service Team in regards to this. To confirm, Conservice typically bills according to month-long service periods regardless of the move-in/move-out dates of the residents. Your bill is based on the number of active leases in your unit. When a resident moves in, we bill them from the day their lease started. As an example, if their lease starts on the first day of the billing cycle then we will begin billing them from that day and they will be billed for the full cycle. If someone moves in during the billing cycle, then we will only bill them from their lease start date up to the end of that bill cycle. 
  
  In reviewing your account, I see you have roommates who recently moved in in the middle of the most recent billing cycle which is why they received a smaller portion of the bill than you. Since your lease was active the entire service period, this would be why you received a larger bill than them. When all roommates have been in the apartment for the same amount of time during the month, you will all be responsible for the same portion of the bill. I am sorry for any confusion or inconvenience this may have caused. Please feel free to reach out to us online at ********************* with any additional questions. 

  Customer Answer

  Date: 10/09/2024

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

  I fully understand that I am being billed more because I was in the unit for a longer time period than my roommates were, that’s totally fine.

  What I’m not okay with is being billed more than half of the entire electricity bill for the month. During other months in the summer, when I had the only active lease, my utility bill was about $20 a month.

  Instead of simply charging me the full amount for the first 15 days in the period and one fourth of the remaining days, I was charged 57% of the entire 4 person bill. 
  My issue is not with being charged more, it’s with the charges being unfairly/ inappropriately allocated.
  

• Initial Complaint

  Date:09/14/2024

  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.

  Every month I get a bill from Conservice for water, garbage and sewer. I am billed diffferent amounts from them monthly. Without meters how are they calculating costs. There is only me in my apt. How do they know how much water I use compare to two people that live together. I would like to know the answer to these questions. How do they know how much garbage I have. Are they just guessing. They need to have a better system. They cannot just be charging any amount that suits them.

  Business Response

  Date: 09/20/2024

  Angela - I regret to see you have not contacted our Customer Service Team in regards to your concerns. To clarify, at Chelsea by the Bay, you are not billed according to your individual consumption. You are billed a portion of the overall bill for the community’s water and sewer services as outlined in your lease. The property management pays a portion to cover common area usage and the remaining amount is divided among the residents using a multiplier based on occupancy. You are billed based on 1 occupant. With this bill method, the water and sewer charges can vary month to month depending on total amount received from the water company.
  
  Since this billing method is based on the total community bill, there is not a way of knowing how much you use individually. Due to this, even when you are not present in the unit, you will still receive a water and sewer charge regardless of your individual usage. However, we do make the billing as specific to each unit as possible by calculating the charges based on the occupancy of the unit. This means those with more occupants will pay a higher amount for the water and sewer than those with one occupant. 
  
  Additionally, the trash charge is a flat fee of $15.00 each month. Please note, there is a description of each of your utilities available on the back of your Conservice statement. All statements are available online at www.utilitiesinfo.com for your reference. I have attached a copy of your most recent statement due 10/01/24 for your convenience. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions. 

  Customer Answer

  Date: 09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22287488, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Angela Edwards

• Initial Complaint

  Date:09/11/2024

  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 am a renter for progress residential. I moved into my home in dec 2021 my water bill was consistently between 120-150 all of a sudden my bill sky rocketed to 300-400 a month in addition to a higher sewer bill I am being asked to pay nearly 500 in utilities. I asked progress several times to check my home for leaks. I live in a 1300 square foot home with no pool. I was finally able to self identify a leak in the irrigation system that has yet to be fixed. Progrsss said they sent my utility dispute to conservice and they have stated the charges are valid. I am stuck between two companies who are refusing to credit my bill due to the leaks. I need someone to help me resolve this issue ASAP. I have already filed a separate BBB complaint against progress

  Business Response

  Date: 09/18/2024

  Janet - I regret to see you have not contacted our Customer Service Team in regards to this. To clarify, anytime there is a maintenance issue present in the unit, the maintenance team at the property will need to identify and fix the issue before any possible adjustments can be made to the billing. Once it is fixed, we typically wait to receive the bill showing the bill cycle when the issue was fixed and then we can submit a request to review your account further for any necessary adjustments. In this case, you will need to ensure the issue is fixed and then you can reach out to our Customer Service Team once that is done with the following information: the exact issue, the date reported to maintenance, the date fixed by maintenance, any related work orders. Once this is received, we would be happy to review your account for any possible adjustments. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.

  Business Response

  Date: 09/18/2024

  Janet - I regret to see you have not contacted our Customer Service Team in regards to this. To clarify, anytime there is a maintenance issue present in the unit, the maintenance team at the property will need to identify and fix the issue before any possible adjustments can be made to the billing. Once it is fixed, we typically wait to receive the bill showing the bill cycle when the issue was fixed and then we can submit a request to review your account further for any necessary adjustments. In this case, you will need to ensure the issue is fixed and then you can reach out to our Customer Service Team once that is done with the following information: the exact issue, the date reported to maintenance, the date fixed by maintenance, any related work orders. Once this is received, we would be happy to review your account for any possible adjustments. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.

• Initial Complaint

  Date:08/30/2024

  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 filing a complaint about Conservice's exorbitant water charges for my townhouse. I have already requested my complex management company to investigate this issue; however, these charges represent unreasonable and potentially deceptive business practices. How can my water bill be several hundred dollars higher in a month when my usage is significantly less? This issue has persisted for my entire time at the complex. It became so problematic that the apartment management instructed everyone to stop paying their water bills and issued final bills for 2022, which we could pay off in installments, only to find that the charges were still incorrect. Upon reviewing my bills, my property management company pointed out that I am being overcharged compared to other townhouses with similar or even higher usage. For example, on one of my bills, the usage was 7,580 gallons, resulting in a charge of $65.39 for water and $47.61 for sewer for the month of May 2024. However, I later received a bill for a lower usage of 6,368 gallons, with a much higher charge of $134.08 for water and $96.98 for sewer. I have been dealing with these inconsistencies since March 2023, despite the property management's statement that all usage should be charged at the same rate per the contract. Clearly, this rate consistency is not being applied to my unit. I am now exploring legal options if my property management company or Conservice does not rectify my account and issue a substantial credit. Also, before any Conservice representatives suggest that my 2022 balance was not paid off, my property management has confirmed it has been fully settled.

  Business Response

  Date: 09/06/2024

  Miyah - I am happy to see you have been in contact with our Customer Service Team and were able to speak to a supervisor regarding your concerns.  To confirm, at your community, you are billed according to the individual consumption in your unit. The calculation of the water and sewer bill is based on the percentage of water you use compared to the other residents at your community. For example, if you use 5% of the water used by all the residents, then you will be billed for 5% of all the water. With this billing method, your water and sewer costs can potentially go up, even with lower consumption, if a higher percentage of water is used that month. This is what happened on your account with the example you provided. Even though your consumption may have decreased, the percentage you used at the community increased which is why your utility charges increased as well. 
  
  I see per the phone call with the supervisor, you are currently working with your leasing office regarding your billing method. If your property confirms any changes need to be made to the billing method or to your Conservice account, they can reach out to their direct point of contact at Conservice for further assistance. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.

• Initial Complaint

  Date:08/22/2024

  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.

  charge too many late fee some body getting over make statement hard too understand just pa y 5100 dollar they say i still owe them act like didnt pay nothing what kind company is this never heard of them want put bank statement on line dont trust them give them money order and they i say i still owe them need help with company

  Business Response

  Date: 08/29/2024

  ***** - I am happy to see you have been in contact with our **************** Team. To clarify, ********************** is a third-party utility management and billing company contracted through your leasing office to handle the utility billing for your community. In reviewing your account, I see there was an issue with the statement balance not showing correctly for the bill due 08/01/24. Due to this, the late fee on your account has been reversed and no other late fees will be charged until after the 10/01/24 due date if necessary. I am sorry for any inconvenience or confusion this may have caused. 
  
  There is currently no balance due on your Conservice account. Please note, you can check the current balance due as well as access your monthly statements online at www.utilitiesinfo.com. Please see ******************************************************************************************************************* for more information. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.