Business Profile

Billing Services

Conservice Utility Management & Billing

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Complaints

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

Customer Complaints Summary

589 total complaints in the last 3 years.
158 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/07/2024
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 have been overpaying for my water bill for years. I have been being charged for 2 water heaters when I should only have 1 and I keep being charged for for a utility set up fee when I have have been using conservice for years. I have tried to get in contact with the company using multiple avenues but have been unsuccessful. I would like to stop being charged for thing I shouldn't be and would like to be refunded for being overcharged.
Business Response
Date: 08/09/2024
***** - I am sorry to hear you have had trouble getting in contact with our **************** Team. I am happy to see we were recently able to get back to you through email as requested. In the future, you can also reach our **************** Team by phone or online at www.utilitiesinfo.com where we would be happy to assist you further.

In reviewing your account, I see you are being charged for "Water Heating 2." Even though this charge is labeled with a "2," this does not mean you are being charged for two water heaters. This is simply how the charge is labeled for billing purposes. I am sorry for any confusion this may have caused.

Additionally, I do not see any account set up fee on your account. However, there is a monthly service fee that is included on each bill sent which 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. Please note, there is a description of the service fee as well as your other utilities on your Conservice statement for your reference. All statements are available for review online at www.utilitiesinfo.com. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:08/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Conservice keeps providing incorrect billing amounts for utilities usage. Even though I have been in constant contact with the support team and my building manager, Conservice's billing team refuses to provide any support to solve these billing issues. In addition, the account manager has been completely silent despite multiple emails and calls.I have been keeping track of my water usage through pictures, excel sheets, and tables and I can clearly show overcharges of over 4000 gallons of usage per month. Please note, I am not the only resident in my building with this issue. Some residents have been charged over $1000 per month incorrectly.
Business Response
Date: 08/08/2024
***** - I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, for communities that are individually metered, residents are billed according to their individual consumption. However, anytime a meter read is not received, an estimate takes place which is what is happening on your account. In situations like this, it could be several months before an actual read is received and if no estimation is made, this could result in a large bill amount. To avoid this, we estimate the consumption until an actual read is received. Your reads are currently being estimated based on your unit average.

In reviewing your account, I see two requests have been submitted to review your meter readings as well as the photos provided. These requests have been resolved confirming no adjustments can be made until an actual read is received from the meter. I am sorry for any frustration.

I have submitted a new request to look into if we have identified why the reads are not currently checking in and to see if we have a timeframe of when we expect to begin receiving reads again. Once I have an update on this request, you will be contacted directly. Requests such as this are typically resolved within 3-5 business days. Please note, residents do not typically have direct contact with account managers as that is a direct point of contact for the leasing office only. Any questions or concerns you may have can be taken up with our **************** Team directly. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:07/12/2024
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.
Conservice is a utility management company that takes advantage of renters. My conservice account number is ******** at **********************************************************************************I am moving out of this rental home on September 9th. Conservice has already sent me a final bill covering from May 19th to September 9th. Conservice is frequently behind and will double bill renters when they need to get caught up. For this particular bill. I'd like to know what gives them the right to charge 3 months in advance. I would also like the BBB to forward this complaint to the Texas PUC to open a full investigation of this company that makes up its own rules to take advantage of renters.
Business Response
Date: 07/19/2024
**** - I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, once a resident notifies their property they are moving, Conservice prorates the final bill based on previous consumption and billing history to ensure their account is closed in a timely manner. The proration is typically accurate since it is based on previous usage.

To look into any potential adjustments to the final bill, we would need to wait until we receive the bills from the City of **** for the final service periods from 05/19/24-09/09/24. Once they are received, you can follow up with Progress Residential to have the final bill reviewed and adjusted if necessary at that time. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions.
Customer Answer
Date: 07/21/2024

Complaint: 21981957

I am rejecting this response because: The business didn't address my concern in any way. I cannot pay 3 to 4 months of future bills to make life easier on this business that takes advantage of renters who have no other option. Their response was no response at all.

Sincerely,

*******************
Business Response
Date: 07/29/2024
**** - I am sorry for the frustration. Since your Conserivce account is now closed, any questions regarding the payment of the final bill or the total balance due can be taken up with Progress Residential directly. Any other questions regarding the utility charges specifically can be taken up with Conservice. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Customer Answer
Date: 08/01/2024

Complaint: 21981957

I am rejecting this response because: ************ Conservice, is not willing to make any attempt to work with me or assist in any way. They only reply that they will not help me because it is better for them not to. Billing consumers for 4 months of estimated bills just because it is more convenient for a business is an incredibly unfair business practice. This abuse of power should be stopped immediately. I request any information from the BBB on who I can contact to help stop companies like this who are allowed to prey on renters who have no option or protection against them. They sent me 4 months of "estimated" future charges that are due immediately. I cannot pay which means the landlord, Progress Residential, will add another $150 late fee to the existing $450 estimated charges sent by Conserve. I implore the BBB to help shut down Conserve or make it no longer possible for them to hurt and take advantage of renters any longer.

Sincerely,

*******************
Business Response
Date: 08/09/2024
**** - I am sorry for the frustration and any inconvenience this has caused. As previously stated, we prorate any applicable final bill charges to ensure your account is closed in a timely manner. Since your utility charges are around 2 months behind, if we continued to bill you as normal, you would continue to pay for the utility bills well after your lease has ended. To avoid this, we prorate your final charges to ensure you have all charges finalized before your lease end date.

Once the actual provider bills for the full service period of the final statement from 05/19/24-09/09/24 are received, you can follow up with Progress Residential to have the final charges reviewed at that point. Any questions regarding the final payment or assistance needed with the payment itself would need to be taken up with Progress Residential as all payments are made with them directly. Please reach out to us online at www.utilitiesinfo.com with any additional questions.
Customer Answer
Date: 08/09/2024

Complaint: 21981957

I am rejecting this response because: The business is not willing to stop this damaging practice. Renters do not have a choice and are forced to use this incompetent business. It is not the renters fault that Conservice is so incompetent that their billing is 2 months behind. 2 months of billing is fine when you have 2 months to pay, but you send the 2 months of bills you are behind, plus the estimated 2 months of future billing all due immediately upon receipt, Four months of bills that are due immediately causes unnecessary hardship to victims like me who are forced to use this horrible service for billing.

Sincerely,

*******************
Initial Complaint
Date:07/10/2024
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.
July 10, 2024 I have a zero balance but no water. All telephone numbers lead me back to the payment line but no paymentis due. There's no way to report the water outage and no notice was given that there would be no water! I need this taken care of immediately!
Business Response
Date: 07/11/2024
******** - I am sorry to hear you have had trouble getting in contact with our **************** Team. In the future, you can opt for a callback or reach out to us online at www.utilitiesinfo.com and we would be happy to assist you.

To clarify, Conservice is simply a third party utility management and billing company. We do not ever disconnect utility services. Since this is an HOA property, any issues with water disconnections can be taken up with the water provider directly. On the Cobb County website, it looks like there is a scheduled water disconnection for today, 07/11/24, at 7:00 PM and should last until tomorrow, 07/12/24 at 2:00 AM for a "water line tie-in." You can find more information on this disconnection here: **************************************************************************. I am sorry for any confusion or inconvenience this may have caused. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:07/08/2024
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 being charged for two months of elctric water and gas from conservice. If I don't pay I will get evicted. It's an extra $1000. I don't have it
Business Response
Date: 07/16/2024
**************** regret to see you have not contacted us directly in regards to your concerns. 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 for the 07/01/24 statement, we received and processed two statements from the local utility providers for the water, gas, and electric services. Utilities are typically billed one month at a time, but we have billed for multiple service periods on your most recent statement to ensure there are no further delays in the service periods being billed. I am sorry for any inconvenience this may have caused.

Please note, since all payments are made with American Homes, any questions regarding the total balance due or eviction notices can be taken up with them directly. We're happy to assist with any other utility billing related questions. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Customer Answer
Date: 07/17/2024

Complaint: 21959483

I am rejecting this response because:
It shows you are out of touch with common people. If it's a favor to not get behind then it should be an option. As a teacherr who gets paid 2 times a month, just coming up with 1 month of utilities at the same time rent is due is a hardship. So, to add any extra at all is impossible. Many are on fixed incomes and live paycheck to paycheck. So, the occasional break does not make up for having to pay extra.. and this month it was $1000 extra. And then, to add a late fee and threat of eviction over not paying extra utilities is absurd and should not be allowed. This threatens housing for families, children and seniors. So unless this policy is changed and perhaps utilities allowed to be paid later than rent, then i wont be satisfied.
Sincerely,

*********************
Business Response
Date: 07/23/2024
****** - I am sorry for the frustration and inconvenience this situation has caused. As previously stated, we pass along the statements as soon as they are received from the local utility providers. Multiple service periods can happen from time to time depending on when we receive and process the statements from the local utility providers.

Conservice handles the utility billing and then all payments are made with American Homes directly. Due to this, the late fees and eviction notices come from American Homes and can be taken up with them directly. Any remaining questions regarding the utility charges can be directed to Conservice. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:07/06/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set up an autopay at the Conservice portal. But it didn't work, and a late fee of $10 was assigned to my account. I tried to call the Conservice customer service, but no one answered.
Business Response
Date: 07/12/2024
**** - I am happy to see you have been in contact with our Customer Service Team and the late fee has been removed from your Conservice account. To confirm, as stated in the autopay terms of agreement, autopay enrollment needs to be completed before 8 am MST on the due date in order for it to automatically deduct from the resident's bank account. In reviewing your account, I see you signed up for autopay on 07/02/24 when the due date was 07/01/24. Since you signed up for autopay after the due date, the payment did not process for the July bill. I am sorry for any confusion.

Now that you are enrolled in autopay, the payment should process automatically on the next due date on 08/01/24 in the amount of $87.59. I have attached a copy of your account history showing this balance for your reference. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 07/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:07/01/2024
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.
Conservice came out and found my water meter within my Apartment complex was not reading. As a result my meter did not report water and sewage usage for 4 months. Come June's bill, Conservice says I owe money for the water and sewage usage during those 4 months plus the current month. Which I have no problem with. The problem is for the 4 months my meter was not reading, I paid a monthly water and sewage minimum fee. These minimum fees include the first 2244 gallons of water and sewage at no additional charge, per month, as stated on the bill. When Conservice calculated what I owe, for the 4 months my meter did not read correctly, they did not consider the first 2244 Gallons I am entitled too, each month. Therefore my new bill should be less the cost for 8974 gallons during the time my meter was not reading and less 2244 gallons for the new monthly fee, for a total of 11,220 Gallons. I have been trying to get his resolved with Conservice for over a month. I call weekly, including today, and every time I am told it's being escalated and should be resolved in 3-5 business days, which I receive zero response. Why is it taking so long for Conservice to correct my bill? This issue has happened to others in my apartment complex and I am sure they did not realize the overcharge. After this $400 June bill, my July bill shows my water meter once again is not reading. I have notified Conservice and my Community. Conservice said they will need to send someone out again to read the meter. Which means, this whole situation will happen again. So far my little experience with this company has been poor and I have seen no effort for resolution other than being told I should hear back in 3-5 Business days. It's been 31 days now.
Business Response
Date: 07/09/2024
******** - I am sorry for the time it has taken to resolve this issue and appreciate your patience. In reviewing your account, I see a request was submitted to review this situation further and we have confirmed the necessary adjustments have been made and credits were sent to your leasing office on 07/03/24 to correct the issue. Please see below for a breakdown:

$-78.60 - Water
$-122.00 - Sewer

We have also confirmed your meter is on the current work order and will be serviced by a technician at the next visit. You can follow up with your leasing office directly regarding any other updates on this work order. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:06/27/2024
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.
Conservice charged me 50% more on my final utilities bill after I moved out of my apartment. When I speak to their dispute resolution team they said theyve closed my account so nothing they can do for **** had a consistent bill for 10 months and then for the last 2 months they hiked up the utilities charges and are offering no explanation or recourse. As a result my security deposit is being held against this charge.This companys business model is a scam.
Business Response
Date: 07/05/2024
Rajat - I am happy to clarify. Once a resident notifies their property they are moving, Conservice prorates the final bill based on previous consumption and billing history to ensure their account is closed in a timely manner. The proration is typically accurate since it is based on previous usage. Additionally, Conservice bills up to the lease end date regardless of the move-out date. I am sorry for any confusion.

In reviewing your final statement, I see all charges have been prorated correctly apart from the water heating charge which seems to be for a full month of usage. Due to this, I have submitted a request to review this charge and make any adjustments as necessary. Once we have an update on this request, you will be contacted directly. In the meantime, please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:06/22/2024
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.
In *******, I canceled my Uber One membership and received an email confirming the cancellation. Despite this cancellation, **** continued to charge my account for the membership fees for the months of February, March, *****, ***, and ****. Upon realizing these unauthorized charges, I contacted ****'s customer support. They acknowledged the mistake and refunded the charges for *** and ****. However, they informed me that their system could not process refunds for February, March, and *****, despite the fact that these charges were also unauthorized.The continuation of charges despite my clear cancellation in ******* is both concerning and unacceptable. The partial resolution provided by ****, in which only the charges for *** and **** were refunded, does not adequately address the issue. The explanation that their system cannot process refunds for February, March, and ***** is insufficient, as these charges were unauthorized and should be refunded in full.I request that ********************** issue a full refund for the unauthorized charges made in February, March, and *****, review their internal processes to prevent such issues from recurring in the future, and provide a written confirmation of the steps taken to address this complaint.
Business Response
Date: 06/28/2024
*** - To clarify, Conservice is a third-party utility management and billing company contracted through property management companies to calculate and manage utilities for their community. We do not have any affiliation with "Uber One" and any disputes for this company should be taken up with them directly. I am sorry for any confusion.

If you have a Conservice account that you have questions about, we would be happy to assist you further. I tried searching for your account with your name, email, and address but was unable to find any account with that information. If you have a Conservice account, please clarify your Conservice account number and/or the name and address on the account and I would be happy to assist you further. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:06/16/2024
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.
Conservice is constantly months behind on my utilities. This month July, I am paying sewer from february AND march. Water from February AND ****** *** from April?? This is ridiculous. One I shouldnt be charged for multiple months of utilities because YOU were behind. Thats not my issue. This has been the most inconsistent billing. Multiple months you have forgotten to bill me for a utility which makes absolutely no sense. You cannot possibly be this behind on charges. Figure your s*** out. Learn how to bill appropriately. Im going to be paying bills past the time I move out because your god forsaken company cant figure their life out.
Business Response
Date: 06/24/2024
****************** regret to see you have not contacted our **************** Team directly in regards to your concerns. 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 calculating your statement due 07/01/24, we processed multiple statements from the local utility providers. Utilities are typically billed one month at a time, but we have billed for multiple service periods on this statement to ensure there are no further delays in the service periods being billed. I am sorry for any confusion this may have caused.

Please note, all Conservice statements as well as other account information are available online at www.utilitiesinfo.com for your reference. Please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.

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