Complaints

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:11/14/2023

  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.

  Unified Billing (DBA: ABT Water.com) was the billing agent for the owners of the mobile home community in which I live. On June 10, 2023, I remitted my monthly payment electronically to ABT, plus an additional amount of $49.33, anticipating it would be applied to future bills. Unbeknownst to me (and others) ABT was no longer going to be the billing/collection agency for my community. ABT ****** my overpayment with several others in my park and sent all those monies to the owner of my park, instead of refunding me the amount I had overpaid. I was the person who paid ABT, and proper business practices required that the overpayment should be refunded to me..NOT the owner of my park. They didn't even include a list of the names or addresses of those of us who overpaid and were *********** refunds. Five months later, I am still waiting for my refund, but that's a separate issue. I just want to file a complaint about the improper business practice followed by ABT/Unified Billing.

  

  Business Response

  Date: 11/16/2023

  Thank you for submitting your concern through the Better Business Bureau. We value your feedback and hope we can shed some light on what sounds like has been a very frustrating situation for you.
  
  We were contacted by the community in which you live, on the afternoon of 06/09/2023. Much to our surprise, they told us they would no longer be using us as their billing agent. We were directed by them not to run another bill cycle as the community would be taking over billing themselves. We were also instructed to take payments from residents through the end of business on 07/10/2023.
  
  On 7/11/2023 we gave your community manager the list of current residents, along with corresponding account balances which included credits. Once ABT collected payments from the residents for the utility bills, we then charged the community ownership the fees to produce the bills and then sent them the rest of the money collected as a lump sum so that the ownership can pay their own water bill. The community where you live was reimbursed for your payment 7/25/23. The reason behind ABT not issuing a refund is because we had already sent the reimbursement to the owner. The money was no longer in our possession. While we understand your frustration with the situation, you need to contact the community's ownership to resolve the matter.