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:06/21/2023

  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 attempting to get the meter readings for water and sewer and a copy of how they figure out what you owe. The number listed is not allowing me to call. The nu.ber for UItility Services appears to be the same as *******************. I have tried numerous times and left messages with no responses from *******************, Utility Services LLC or the on site property manager where the calls are apparently transfered to according to her. Now I can't even get through. I have made several attempts. I am the only person living in my unit and there are 5-6 living downstairs in one unit. It it not right for me to pay the same amount as them. The number for Utility Services appears to be the same as *******************. The New account fee is ridiculous. ******************* decided to go this route and it should be their responsibility to pay this fee. Legally they should be providing the original statement with meter reading and how they allogate how the bill us. The on site property manager does not know, so I contacted *******************.

  Business Response

  Date: 06/28/2023

  I'm sorry to hear you have not been able to get answers to your questions.  Our contact information and description of services should have been provided to you at the time you executed the lease agreement. Utility Services is a third party billing service authorized by your property management company to charge and collect for utility charges you are responsible for.  Please refer to Section 8 - Disclosure Statement of *************************************** Utilities in your lease documents.  Section 8 defines the method used to prorate the water / sewer cost and discloses all fees that apply to your billing statement.  Once we receive the executed agreement from your management company we initiate the billing process per the terms of the agreement you signed.  The contact number for Utility Services is ************ should you have any further questions.  We're happy to assist with any additional questions you may have.

  Sincerely,

  *****

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [My complaint is not against the Utility company, it's *******************. I question whether the utility company is a part of ******************** because the numbers I have be provided were the same for ******************* and the utility company. Until today I was unable to get through using this number.

  I was not given the information on how the bill was calculated for each unit on our meter. The Property Manager straight out said she doesn't know and all of this is new to her. I have sent a couple emails with no response and again made a couple of attempts by phone but was unable to get through to *******************. 

  I have been in this building for over 12 years and was FORCED to sign all these addendums for this new lease. I was afraid of getting kicked out. It is not morally right to come in and force this stuff and not have the the answers to questions. So yes, I felt like was signing under duress. I have ADHD and that is not an excuse, for the anxiety. And I had to sign at a very stressful time. It was after a meeting with **** and ****** who is a bully and started giving me a hard time about my dog!!! More like harassment! 

  I called and left a message for the utility collection company and waiting for a call back!

   

  Wbe a potential  belease type your response here.]

  
  Regards,
  
  *************************

  Business Response

  Date: 07/21/2023

  I received a 2^nd letter dated July 10, 2023 noting that ****************************** was not satisfied with my response.  I logged onto the BBB site but it does not allow me to add to my initial response.  In addition, ******************* states in her complaint that her complaint is not against the Utility company but *******************.  Im questioning if ******************* should be sent a separate letter so they can respond, although I do feel I answered Mrs. ******** questions. To clarify, US LLC is an affiliate of *******************, but operates as a separate entity, under a different ownership structure.  The contact phone number for US LLC and ******************* are not the same as ******************* references. 

   

  In my initial response I provided ******************* with a contact number for US LLC and referenced the specific section of her lease which we received from ******************* authorizing us to charge for water & sewer under the RUBS (Ratio Utility Billing System) method.  ******************* clearly entered into an agreement with ******************* authorizing us to charge for water & sewer per the method outlined in her addendum.  It appears that ******************* is not satisfied with the lease agreement she signed which is between her and *******************.  Im requesting that this complaint be closed for Utility Services LLC.

   

  Sincerely,