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American Utility Management, Inc.

Phone: (866) 520-1245 PO Box 4957, Oak Brook, IL 60522 https://www.aum-inc.com



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BBB Accreditation

A BBB Accredited Business since

BBB has determined that American Utility Management, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for American Utility Management, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 100 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

100 complaints closed with BBB in last 3 years | 26 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 70
Billing/Collection Issues 21
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 9
Total Closed Complaints 100

Customer Reviews Summary Read customer reviews

20 Customer Reviews on American Utility Management, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 19
Total Customer Reviews 20

Additional Information

BBB file opened: March 09, 2001 Business started: 01/01/1994 in IL Business started locally: 01/01/1994 Business incorporated 11/21/1994 in IL
Type of Entity

Corporation

Business Management
Mr. Jeffrey Peterson, EVP - General Counsel
Contact Information
Customer Contact: Mr. Jeffrey Peterson, EVP - General Counsel
Business Category

Billing Service Energy Management & Conservation Consultant Office Administrative Services (NAICS: 561110)

Alternate Business Names
AUM

Customer Review Rating plus BBB Rating Summary

American Utility Management, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 4957

    Oak Brook, IL 60522 (866) 520-1245

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/16/2016 Billing/Collection Issues
9/12/2016 Billing/Collection Issues | Complaint Details Unavailable
8/17/2016 Problems with Product/Service | Complaint Details Unavailable
8/9/2016 Billing/Collection Issues | Complaint Details Unavailable
8/2/2016 Billing/Collection Issues | Complaint Details Unavailable
8/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to dispute a charge on the power bill - I've been charged by AUM every month at my old Los Angeles address, which is usually about $50 to $150. One month in summer, it jumped to above $450. When I called to dispute - since last summer the monthly bill never broke $150 - they did not explain why the bill was so high, and could not further explain. They told me I had to pay the entire bill in full, without an explanation for the price jump which is now over $1000 in total, including interest. They did not allow me to use a credit card, or pay off the debt in parts. In addition, they billed me for parts of February, March, and April 2016, during which I was already using the state-provided Los Angeles Department of Water and Power, effectively making me pay two utility bills for one apartment. When I called to dispute, they suggested I pay off the whole bill, then send them the LA Dept. of Water and Power bill. Once again, I told them I could not because I was disputing payment. Since I have moved to Vermont, they have failed to send an updated bill or contact me at all. I fear that the interest is only growing, and there's no way anyone can pay it off if they do not let me transfer the debt to a bank, use a credit card, or actually let me dispute the billed amount. Since the dispute which they did not resolve, they have charged me hundreds of dollars in interest. Currently, I cannot even find or access my AUM number to resolve the dispute further as they have not sent me any communication with my AUM number in it since my move to Vermont in May.

Desired Settlement: I would like a billing adjustment for the month where my utilities more than doubled without explanation. I would also like a refund for the months after I switched to LADWP and they continued to bill me.

Business Response:

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matter.

We have revised the account and determined that according to our records, the Los Angeles Dept. of Water and Power account was not transferred into the residents name until 2/17/16.  For all prior periods the property was charged for the utility while the tenant was residing in the apartment.  These charges are what are shown on the resident statements. When an LADWP invoice is charged to the property for a period which it should have been in the residents name, the charges are added on the next AUM statement as “Electric Recovery”.  This occurred on 9 of the residents AUM statements.  Each one included instructions to establish the utility in the resident’s name.  As these charges are not generated by AUM, we are unable to explain why they might have been higher.  In previous calls to our customer service agents we attempted to explain these charges. 

 

If Ms. ********* had LADWP service in her name covering the dates during her tenancy prior to when service was placed in her name (5/17/14 through 2/17/16), she may forward a copy of the actual utility bill(s) for AUM to review. If the BBB process allows, they may be attached to this complaint.  Her account will be reviewed and updated based on information received. It takes approximately 2-3 business days for the account to be updated from the date the information is received. 


We hope the information listed above will assist with future payments.

7/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from aum-Inc and I'm being billed incorrectly for 33 days when I was never living In the apartment yet and never signed the lease until 4/15/16 even than I did not move in until 5/1/16 due the fact I could break my old lease. In the letter it's says if I don't pay my electric will be cut off if I don't set up utility which I did. I have a copy of the lease to prove when I moved in

Desired Settlement: I need the bill adjusted

Business Response:

American Utility Management (AUM) received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matter.

AUM is hired by the apartment complex and/or their management company to bill residents for their portion of the utility expenses associated with the unit during the lease term.  This means that when the tenant has possession of the apartment, they are responsible for the utility charges.  We have confirmed from the property that the lease began on 4/15.

 

On the resident statement in question, the Utility Recovery section details the utilities that were not placed in the residents name during the lease term.  In this case, that would be 4/15 – 5/1 consisting of two electric invoices.  The first was from 3/24 through 4/25 of which the resident is only responsible for their portion.  That would be the prorated 11 days (4/15 – 4/25) of the full 33 days.  The next bill was from 4/25 – 5/1, of which all 7 days were the residents responsibility.   We hope this helps explain the charges to the satisfaction of Ms. *********


As always our AUM’s Customer Service Representatives are available to answer question about the billing and the residents account.  They can be reached by calling ************* 8:00a.m. to 7:00p.m. (CST) Monday through Friday.

6/1/2016 Billing/Collection Issues | Complaint Details Unavailable
5/25/2016 Billing/Collection Issues | Complaint Details Unavailable
5/17/2016 Billing/Collection Issues | Complaint Details Unavailable
5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a resident at *** ********** *********. I am using AUM services from three months. My account number is **********. For the month of March, I made a credit card payment on 4/15 but the faulty auto-pay system still charged money from my account which didn't had sufficient funds and hence the payment didn't go through. Due to this I am being charged 25 bucks from AUM which I believe shouldn't have happened (as the issue was with the malfunctioning system and not in my payments). I would like the charges to be waived off.

Desired Settlement: 25 bucks charged on me should be waived off.

Business Response:

May 9, 2016

American Utility Management (AUM) received the complaint submitted by ******* ********.  We would like to take this opportunity to respond and provide details to help in your investigation.

AUM is a third party billing provider.  We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation.  Part of this assistance includes billing their residents for utilities on a monthly basis.

AUM currently has three main bill payment options for our customer’s convenience.  Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If a resident feels that the online convenience fee is too high, there is the option to set up automatic payments.  With consent, payments can be automatically debited from a checking account.  Another option is to mail payments to our lockbox via the United States Postal Service.  

******* ******** is currently set up for auto-pay and according to the Recurring Automatic Payment Authorization Terms and Conditions (which is agreed to when signing up for auto-pay), the monthly AUM statement acts as the monthly notification of the automatic payment.  The statement dated March 10, 2016 with a due date of March 31, 2016 indicates Auto-Pay was activated stating Auto-Pay (Do not send payment…You are currently set for Auto-Pay Service).  Therefore even if any additional payment was made the auto-pay would still deduct the amount listed on the statement. 

AUM is unable to waive the NSF fee as it was properly assessed.

Sincerely,

******* **********

Corporate Paralegal

4/16/2016 Billing/Collection Issues | Complaint Details Unavailable
3/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This 3rd party company that does the water billing for my apartment complex has received my payment for water since July 2014. I have sent the payment using my online bill pay through ******* *** *** and have never paid it any differently. I sent a payment for my account * ********** on 02/23/16 for the bill due 03/08/16. And I received a letter on 03/19/16 (dated 03/14/16) stating that my payment has not yet been received. Unfortunately, since this has cleared my DDA in the same manner as the previous 19 invoices, I can only assume that the check was mishandled by AUM.

Desired Settlement: My account should be reflect as being current and the mishandling of my early payments should not occur again.

3/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: New owners & different management company with AUM as the utility billing company. My first bill in Jan 2016 was for $89.14. This was way too much for a single person such as I as the couple near me paid this amount. This management company had informed AUM about this charge and I was told I would get a refund. The next month came, no refund or notice from AUM about how this refund was being handled. i called AUM's customer service number in January & February, but was just given advice to go to my manager's office. I had asked to speak to whoever was in charge, but told no, go through my manager, The manager didn't know what to do but had called his supervisor who then called Trinity Property Consultants, the owners. So far I have heard nothing about my refund from January's over payment. I thought I would get a copy of the revised billing for January or a reduction in February using my refund, but no. Now I have the March utility bill with no mention of my refund that I'm due. I would like to know why it takes this many months to do a refund. Other companies handle refunds in a reasonable time, also keeping the recipient informed.

Desired Settlement: I would like my refund from the over payment of my January utility bill along with the revised bill with the payments I was charged as a single person.

Business Response:

March 8, 2016

American Utility Management (AUM) received the complaint submitted by **** ***.  We would like to take this opportunity to respond and provide details to help in your investigation.

AUM is a third party billing provider.  We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation.  Part of this assistance includes billing their residents for utilities. Since each apartment does not have an individual gas or water meter, bills must be calculated on an allocation basis.

After reviewing Ms. ***** account, it appears that she may have been incorrectly charged on her first statement.  Unfortunately any possible refund/credit would not be listed on the AUM statement, nor refunded/credited by AUM.  For this particular property, AUM only generates and mails the resident statements and does not collect payment for these charges.  The property should be able to provide this information. 

Unfortunately, AUM is unable to grant Ms. ***** request.

Sincerely,

******* **********

Paralegal


3/10/2016 Billing/Collection Issues | Complaint Details Unavailable
2/26/2016 Billing/Collection Issues
1/23/2016 Billing/Collection Issues
12/24/2015 Billing/Collection Issues | Complaint Details Unavailable
11/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into my * ********** Apt. (********* Apartments) on August 20 and I am just now receiving a bill for gas and trash. On the invoice it states I will not receive a bill for sewer and water until my December billing which I will receive in January. That means they will bill me for FIVE months and expect me to just pull that out of a hat at Christmas time. I have requested a bill and they are just taking their time about it. You should not withhold billings for five months and then just expect someone to pay a large bill. I estimated the amount but, I really have no idea how much the bill is going to be. The management here state the utilities are high here in Portland because of some previous utility projects by the city.

Desired Settlement: I want a bill now or they can need to send me only a December bill for December.

Business Response:
November 11, 2015

American Utility Management (AUM) received the complaint submitted by ***** *******  We would like to take this opportunity to respond and provide details to help in your investigation.

AUM is a third party billing provider.  We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation.  Part of this assistance includes billing their residents for utilities. 

The notice on the statements indicating water and sewer charges will begin on the January statement is just that a notification.  The charges for water and sewer on the January statement will be based off the December bill period and not for the past few months. 

AUM apologizes for any confusion or inconvenience this may have caused.


Sincerely,

******* **********
Paralegal

11/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am billed 2x's a month for electricity by both AUM and *****. No one has explained why have to pay for the same service 2x's.

Desired Settlement: I have been paying the electric bill 2x's a month for the past three years and would like a refund.

Business Response:
November 4, 2015

American Utility Management (AUM) received the complaint submitted by ***** C. *****.  We would like to take this opportunity to respond and provide details to help in your investigation.

AUM is a third party billing provider.  We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation.  Part of this assistance includes billing their residents for utilities on a monthly basis.

Unfortunately AUM was unable to locate this individual in our system.  Therefore without additional information such as an AUM account number, AUM is unable to properly respond to this complaint.

At this time AUM is unable to grant his refund request.


Sincerely,

******* **********
Paralegal

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Business billed me for services while I was not in residence for more than a month and a half. I was a resident at ****** Apts and my address was ***** 33rd Avenue NE., *****, Seattle, Washington 98125. I moved August 1, 2015 but continued receiving bill charges for water, sewage and trash collection until September 17, 2015. I paid all bills off under protest and was supposed to get a check for $88 for a double bill because apt. deducted the AUM fee of $88 from my security deposit refund though payment had been paid directly to AUM. I contacted AUM and they said they would mail out a check October 6, 2015. I contact them again in late October and found out they mailed it to the wrong address. I said ok just send me the check to the correct address, they refused stating they needed to wait 30 days to make sure the check was not forwarded to my new address, then they would send out a new check. I am still awaiting the refund November 4th, more than 2 months after I moved out the apt and paid their bill.

Desired Settlement: Billing practices where a person is charged in absentia for services not rendered to them is unfair and unreasonable. Also extra courtesy should have been made in light of them sending out a refund to the wrong address due to their error. A new check should have been sent out immediately. Additionally in the 2 years that I lived their and was invoiced by them, I was never late with a payment until my first for July by 2 days. I actually sent it electronically on time but it failed to get into their account on time. They charged me a $5 late fee. This should be added to refund check.

Business Response:
November 13, 2015

American Utility Management (AUM) received the complaint submitted by ******* *********.  We would like to take this opportunity to respond and provide details to help in your investigation.

Mr. ********* contacted AUM regarding a refund and it was mailed on October 6, 2015.  However, the address was incorrect and AUM’s policy is a 30 day waiting period.  Therefore, on November 6, 2015, AUM mailed the refund to Mr. ********* at his correct address.


AUM apologies for the confusion and any inconvenience this may have caused.


Sincerely,

******* **********
Paralegal

Consumer Response:
Complaint: ********

I am rejecting this response because: your policy should be changed. Customer satisfaction should be your policy. You should not act like you have a monopoly on utility management services leaving your customers no other choice but to file BBB claims to attempt to get action. You should not bill your customers for services not rendered directly to them. That said, thank you for the refund.

Sincerely,

******* *********

11/24/2015 Billing/Collection Issues | Complaint Details Unavailable
10/20/2015 Advertising/Sales Issues
10/12/2015 Advertising/Sales Issues
10/12/2015 Advertising/Sales Issues
9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been dealing with this company for 3 years & every month when the bill comes from them, I cringe. Up until recently, they charged a $7.50 fee to pay online or over the phone so I had to pay with a check (in 2015??) which wasn't always cashed in a timely manner (mailed a week or more before the due date) & I was charged a late fee at least a couple of times. I've had to start writing notes on my statements instructing them to view the post date before running payment. When I called to discuss the problem, I got the rudest employee I've ever encountered. She answered the phone like I was bothering her & continued to be completely unsympathetic, even cutting me off & speaking over me for the rest of the conversation. The same is true for every other time I've had to call because I only ever got the same woman who refused to transfer me to a supervisor even though I requested it multiple times. This company has always seemed shady to me, from their fee to pay online, insisting on checks, to this woman who never said her name upon answering the phone & then mumbling it when I asked for it. My husband & I have both called many times & always got the same person though we've heard people in the background laughing. I didn't want to deal with them anymore so I tried to set up autopay but it required a form that was unclear & needed to be mailed in. With my previous issues with mailing things to them, I was not happy about this. Instead of putting myself through the misery of speaking with their unprofessional "staff" yet again, I continued to mail my checks until late July when I saw that they were now offering autopay that I could set up online. I set it up, noting that my bank would take about a week to process the request. Since there were still 3 weeks until my next statement, I thought it'd be fine. When I didn't see the money leave my account, I checked the AUM website and noticed that of course, they had charged me the late fee. Furious, I asked my husband to call to explain the situation & have it waived (I was sure I wouldn't be civil if I got the same person whom I'm convinced is the only person working there). Of course, they refused stating a one time only reversal for the LIFE of the account rule & again offered no signs of caring or understanding. I don't think the fees would bother me quite as much if only their employee wasn't so rude. The constant frustration of knowing that I have to deal with them every month & that they will most likely mess something up so that I have to confront them is unacceptable. I have been very clear that I am unhappy with the service & gave them the opportunity to resolve it several times to no avail. Since they service my entire apartment complex, I have no choice but to continue with them.

Desired Settlement: I would like a refund of at least the most recent late fee ($7.50) but refunds of any and all late fees would be ideal (probably not exceeding $30 or $40 total). I would also like disciplinary actions taken on the employee who has put me through so much stress - hopefully her name is on our account there at AUM. If it's multiple people, then I recommend a company wide training on good customer service. I would also like an apology and notification that the bad attitude(s) have been corrected and will not happen again.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ September 17, 2015 American Utility Management (AUM) received the complaint submitted by Monique********. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If a resident feels that the online convenience fee is too high, there is the option to set up automatic payments. With consent, payments can be automatically debited from a checking account. Another option is to mail payments to our lockbox via the United States Postal Service. According to the Recurring Automatic Payment Authorization Terms and Conditions and the letter sent on August 19, 2015, the monthly AUM statement acts as the monthly notification of the automatic payment. Ms.******** signed up for Auto-Pay after the August statement was already mailed (indicating to remit payment (Please write your account number on your check or money order made payable to AUM. Do not send cash. Do not staple this portion to your payment).). The next statement mailed on September 3, 2015 indicates Auto-Pay (Do not send payment...You are currently set for Auto-Pay Service). Each future statement will determine if Auto-Pay will be applied. In this particular case, AUM waived a late fee as a one-time courtesy on July 16, 2014. Therefore AUM is unable to waive another late fee. Sincerely, ****************** Corporate Paralegal

9/10/2015 Advertising/Sales Issues
8/31/2015 Advertising/Sales Issues
8/31/2015 Advertising/Sales Issues
8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When i moved in this apartment in april 2015 i was told my water bill will be from $30 to $50 but every month its higher than this. when i call the customer service of AUM they refuse to provide me with any proof of my actual water usage. All the representatives are extremely rude and refuse to cooperate. Still i pay my bill every month on time. This month (june 2015) they sent me a bill of $95.88 which was shocking because it included a electric charge of $2.15 and a utility recovery charge of $ 35. Firstly i am confused because they are my water supplier not electricity so why are they charging for electricity. I am a fair person and i always pay my bills on time be it electricity, rent, or water bills but this is totally unfair. They refuse to give me a reason for this bill and i have never been informed of any kind of pending electricity bill in my name. Secondly this bill mentions that the utility recovery charge is for the month of april 2015 (when i moved in the apartment) so how come they are charging this in june after they have regularly billed me for 2 months that is for april and may..i personally feel this is unfair and some action should be taken to avoid this in future..this is very upsetting behavior from AUM because i am a person of rules and would like to be dealt that way...i would also like to mention here that i called my electricity supplier (DTE energy office) and they confirmed that i have no pending bill/charges in my name or my apartment.

Desired Settlement: i demand a proper proof of my water meter reading so that i know that i am actually using that water...i also demand adjustment of this bill ($37.15) which is totally wrong and theres no way i am paying this amount as i never used this service neither was i ever informed about it. I also feel that AUM customer service should speak nicely to their customers..whenever i call to reason with them they are extremely rude and never inform me about my reading or usage of water.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ July 23, 2015 American Utility Management (AUM) received the complaint submitted by **************** We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities. Since each apartment does not have an individual water meter, bills must be calculated on an allocation basis. Residents' monthly charges are calculated using the property's actual utility bills. Since resident charges are based off of the property's actual bills, if the property's utility bill increases, residents will see an increase in their bill as well. Likewise, if the property's utility bill decreases, residents will see a decrease in their bill. Residents are billed only for their share of the property's overall bill and the total allocated to residents does not exceed the total amount paid by the property. The Public Utility sets the rates, reads the property meters and charges the property accordingly. Therefore, residents' bills may fluctuate month to month depending on the property's bill. Unlike the water charges, each apartment has an individual meter for electric usage. When ****************moved into the apartment, he was responsible for the electric charges from that day forward. AUM simply receives the bills from property and bills back accordingly. However if Mr. ******* can provide electric charges in his name for those dates in April, AUM will credit his AUM account for the $2.15 Electric Recovery Charge and the $35.00 Utility Recovery Charge. Sincerely, ****************** Paralegal Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly my electricity bill comes from DTE energy i already tranferred my electric charges to them before i moved and i have already provided my electricty bills (proof) thats in my name to AUM. Secondly even if my landlord hired them for electricty before i moved in it is their responsibilty to inform me about these charges. I recieved this bill 3 months after i moved in here which does not make sense. I was informed by my landlord that AUM is only my water supplier and i will be recieving my water bills from them ONLY. I am a fair person i always pay all my bills on time there has never been any late payment done by me but these charges are unfair. Whenever i try to reason with AUM and call their customer service they fail to provide me with any justifications and are extremely rude in their behaviour. They are already over charging me for my water usage and when i ask them to provide me with proof of my actual water usage they refuse to do so. I think i have the right to know that i am actually paying the right amount for the services i am actually using. I have said it earlier and i will say it again my electricity comes from DTE energy not AUM since the day i moved in and i have all the electric bills in my name . ***************** Final Business Response /* (4000, 9, 2015/08/14) */ August 14, 2015 American Utility Management (AUM) received the additional information submitted by **************** We would like to take this opportunity to respond and provide details to help in your investigation. As previously stated, each apartment has an individual meter for electric usage. From the move-in date of April 17, 2015 ****************was responsible for the DTE charges in his name. While AUM is not privy to Mr. *******'s individual lease agreement, AUM recommends that he review his signed lease agreement as it determines his payment arraignment and consent for AUM to bill him for cost recovery of electric charges that should have been in his name and a fee. However if Mr. ******* can provide electric charges in his name for those dates in April, AUM will credit his AUM account for the $2.15 Electric Recovery Charge and the $35.00 Utility Recovery Charge. Sincerely, ****************** Paralegal

8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Moved to Florida Feb 2015, thought water & trash was included in rent. didn't know about *** or **** So there was some confusion right from start. rec'd bill from AUM 5/23 dated 5/18 for $217.46 included late fee of $20. called AUM about charges they requested I submit proof of**** (electric bill) to them so they could get me an accurate total of what is due. I submitted what they asked for twice. waited for an email from them to notify me what I owed. Received nothing. I followed up with them on 6/6, still disputing the total but paid so I would not keep getting late fees added to my account. I was still in the process of moving myself and daughter to Florida. During the dispute period I sent a check of $197.46 on 6/6. they did let me use my 1 time only late fee waiver. next bill I receive 6/23 dated 6/17 there was another $20.00 late fee! total $77.13 I reminded them on 6/23 of our ongoing emails and asked "How could I be charged a late fee when I was corresponding with them to straighten out the matter" I was told they received my check after the due date. I called them on 6/6 bill was due 6/8, unbelievable. trying to get something worked out and still being penalized. Again I Asked for the late fee to be waived, was told I already used my one time waiver and will be responsible for the total of $77.13. I submitted that payment of 6/30 waiting for my next bill to come in to see if I have another late fee? I have paid 2 late fees since Feb 2015 and I have never paid a late fee in the last 15 years on any of my bills. Poor customer service. I just moved from Michigan to Florida. everything is different. Noticed that the bills are dated on the 17th/18th but don't receive them until the 23rd/24th. I believe they are holding monthly bills to collect the $20.00 late fee, Bills are due by the 8th of the month, NO EXCEPTIONS! Again poor customer service. I have a great credit score and do not pay my bills late or have collections. Dealing with this company is an insult to their customers.

Desired Settlement: 20.00

Business Response: Initial Business Response /* (1000, 6, 2015/08/14) */ August 14, 2015 American Utility Management (***) received the complaint submitted by **************. We would like to take this opportunity to respond and provide details to help in your investigation. *** is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in ***'s E-Statement Program. In order to enroll in this program, residents must visit the *** website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. *** currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If anyone feels that the online convenience fee is too high, there is the option to set up automatic payments. With consent, payments can be automatically debited from a checking account. Another option is to mail payments to our lockbox via the United States Postal Service. There is always has the option of contacting ***'s Customer Service for the balance, due date and remittance address. They can be reached by calling XXX-XXX-XXXX, 8:00a.m. to 7:00p.m. (CST) Monday through Friday. Resident payments are not mailed to *** nor are they processed directly by ***. *** contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. Occasionally mail may take longer than normal to reach its destination when traveling by the U.S. Postal Service. We have no control over this third party; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options as noted above include e-statements, direct debit and contacting our Customer Service Department. In this particular case, *** waived a late fee as a one-time courtesy on June 3, 2015. Therefore *** is unable to waive another late fee. Sincerely, ****************** Corporate Paralegal

8/17/2015 Advertising/Sales Issues
8/11/2015 Advertising/Sales Issues
8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AUM charges an "admin fee" to send bills to each of their customer, regardless of their delivery preferences. The fee is $3.73 to mail a bill to a resident, however the fee is not waived if the bill is e-mailed. For example, I live in a building with 440 residents who were recently forced to deal with AUM. This amounts to $1,641.20 billed every month to residents of one building to have their bill mailed to them. Even if 100% of these residents are on paperless statements, they will still charge the residents $1,641.20 to send the bills. In addition to this, AUM charges an exorbitant $7.50 "convenience" fee to pay bills online. Due to AUM being consistently tardy in sending bills to their customers, it is almost always necessary to pay a bill online and pay this fee. If not, you will be hit with unreasonably high late fees. The icing on the cake is their complete lack of customer service. AUM seems to be proud of the way they can repel any caller who is able to get ahold of them. They flat out will not answer if you ask them why you are paying postage for an e-mail, they will literally hang up on you. There is a wealth of information on this disappointingly named website: http://aumsucks.blogspot.com/ You can also find similar testimony from customers on their yelp page: http://www.yelp.com/biz/american-utility-management-los-angeles

Desired Settlement: Each resident that uses paperless statements should receive a retroactive refund for the "Admin fee" from AUM company for every month they were charged it. Each resident who received a late fee due to AUM sending a bill late should be refunded as well. AUM should be made to at least lower their "convenience fee" for online payment, considering it is most people's only option to avoid late fees. I believe a retroactive refund for these fees is in order as well.

Business Response: Initial Business Response /* (1000, 5, 2015/07/16) */ July 16, 2015 American Utility Management (AUM) received the complaint submitted by************. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a potential late payment charge is applied. This information is clearly stated on each resident statement. Late payment charges are only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An option available is to manage his account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. He can view and print all of his statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. If after signing up for e-statements and no receiving them, AUM recommends checking his/her email spam folder. As certain email accounts consider the e-statement spam. AUM currently has three bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. The online convenience fee is for each approved credit card transaction and is disclosed several times on the website. Each user must check acknowledging that there is a fee and agrees to pay it. If Mr.******* feels that the online convenience fee is too high, he has the option to set up automatic payments. With his consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application, which can be done online. Another option is to mail payments to our lockbox via The United States Postal Service. It appears that Mr.******* main concern is that the administrative fee is too high for someone managing an account using an alternative delivery method. The inclusion of a monthly administrative fee is a customary way for service providers to maintain their operations and provide exceptional service. AUM's monthly administrative fee supports every aspect of our services and is not limited to the printing and mailing of statements. AUM does thank Mr. ***** for his recommendation of changing the online convenience fee and administrative fee. However, we will continue to charge a fee for any payment transaction made online and an administrative fee for every statement generated regardless of delivery method. Sincerely, ****************** Paralegal Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) "The inclusion of a monthly administrative fee is a customary way for service providers to maintain their operations and provide exceptional service." In order for this statement to be true, you must provide exceptional service. All customer accounts point to AUM having the lowest possible standards of customer service. It does not take much searching online to find the honest and scathing reviews of AUM. I still have not found anyone with something positive to say about your "exceptional service". My personal experience aligns with the masses on this matter. Final Business Response /* (4000, 9, 2015/08/06) */ We are sorry to hear that his experience is not satisfactory. AUM thanks Mr. ***** for his recommendation, but we will continue to provide our services without a change in any billing policy. As previously stated, AUM is unable to grant Mr.******* refund request.

7/23/2015 Advertising/Sales Issues
6/8/2015 Problems with Product/Service
5/22/2015 Advertising/Sales Issues
5/13/2015 Advertising/Sales Issues
5/12/2015 Advertising/Sales Issues
5/11/2015 Advertising/Sales Issues
4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Just got off the phone with their customer service - we mailed in a payment for our February utility bill (to avoid the absolutely ridiculous $7.50 online convenience fee for paying by any method online) well within the 5-7 business days range their website suggests for mailing our payment. (The bill was due on 2/22/2015 by the way - a SUNDAY, which means it's impossible to pay the bill if it happens arrives on the day it's due.) Past payments we have sent arrived in four days every time, and were paid on-time. This time we find out they didn't deposit our check payment until 03/03/2015, more than two weeks later. Our payment would've been postmarked as being sent well before it was due. Customer service doesn't care, they say. This is a sham company. On top of the administrative fee they tack on the bill every month (which, okay, that's fair), there's the online fee they charge which you MUST pay to avoid potential late charges with mailing. In order to auto-debit your payment to avoid both the late fee and the online convenience fee, you must print out a paper form, fill it out, and then it takes possibly up to TWO MONTHS for them to activate it, according to their website, and I'm not even sure if they notify you if when the auto-pay becomes active or not. They just hope customers, who have no choice in the matter, won't complain or say anything to these crazy fees they charge, and their policies which are seemingly designed to force you to pay a fee one way or another. Absolutely predatory company. We don't believe we should have to have paid a late fee in this situation.

Desired Settlement: On principle, I don't believe we should have to pay a late fee in this situation. That's all we ask. We always pay our bills on time - always have, always will. I believe the late fee is $6.50.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ March 26, 2015 American Utility Management (AUM) received the complaint submitted by **** ******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If he feels that the online convenience fee is too high, there is the option to set up automatic payments. With written consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. Mr. ****** always has the option of contacting AUM's Customer Service for his balance, due date and remittance address. They can be reached by calling XXX-XXX-XXXX, 8:00a.m. to 7:00p.m. (CST) Monday through Friday. Resident payments are not mailed to AUM nor are they processed directly by AUM. AUM contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. Occasionally mail may take longer than normal to reach its destination when traveling by the U.S. Postal Service. We have no control over this third party; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options as noted above include e-statements, direct debit or contacting our Customer Service Department. In this particular case, AUM waived the late fee as a one-time courtesy. We noticed that Mr. ****** has been receiving his statements via our e-statement program and hope that the other information will assist Mr. ****** when making future payments as well. Sincerely, ******* ********** Corporate Paralegal

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AUM has been known for their pathetic penny pinching practices, there are websites dedicated to sharing info on how they cheat people out of their money and the ridiculous convenience fees for using their website. Although I find the $7.00 "convenience" fee to pay your bill online absurd, I still pay it every month. This is due to the fact that statements are received with a very small window to be able to mail a check payment and have it arrive on time. What is NOT acceptable if for AUM's website NOT to be updated on the day the bill is due; which creates an automatic LATE FEE every SINGLE month because I am unable to pay my bill online the day it is due. In fact, the website will not update/allow payment until the bill is more than 2 days past due. This generates an incredible amount of extra revenue in late fees for AUM through unethical practices. I have been a customer for about two years (account # XXXXXXXXXX)and did not notice this until recently because I only use my account online. As a business which provides a professional service to multiple apartment complexes in the LA area, their website should be up to date on billing. This company has continually robbed honest people of their money. Every time I logged onto pay according to the statement received in the mail, I log on and it shows a balance of zero; and I go to pay anyway (so I can be early), and there are no payment options available due to the $0 balance. I have screenshots (which cannot be attached) showing my statement, which is the same as statement received through the mail, showing the amount due on or before 3.03.15, a screen shot of my account overview showing my balance of $0 as of 3.04.15 and another screenshot of the payments page showing no payment options due to my balance of $0. I am forced to wait until the website updates, which makes my payment now LATE, have to pay the LATE FEE and the online "convenience FEE", which as mentioned previously I would not mind paying IF the online service was ACTUALLY convenient. However charging a convenience fee and not using that money to provide convenience to the customers who are paying for it is downright dirty and an UNACCEPTABLE BUSNINESS PRACTICE. Every single month I have had to wrongfully pay a $9 LATE FEE and a $7 CONVENIENCE FEE, for which NO convenience is provided, because the information for the account online is purposely inaccurate. AUM needs to FIX their website, refund the "convenience" fees to customers who have paid this online fee. It is AUM's unethical practices that have generated all that extra revenue by strategically not updating the website until after the billing due dates have passed, creating not one but TWO streams of revenue for this company in FEES. This is the age of technology; how can a company this large NOT be able to use the "online convenience fee" revenue to provide a proper working website? (that does not show a balance of zero the DAY AFTER the bill's due date) AUM takes advantage of people who have to live in their service area for work and life, who do not have a choice but to pay AUM if their complex has a contract with them and it is WRONG.

Desired Settlement: For every $7 online convenience fee I have paid and $9 late incurred thereof

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ March 13, 2015 American Utility Management (AUM) received the complaint submitted by ******* ******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. While AUM has verified the mailing address, occasionally statements may take longer than normal to reach Ms. ****** when traveling by the********************. We have no control over this third party; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options include e-statements, direct debit or contacting our Customer Service Department. When our invoices are mailed, residents typically have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If she feels that the online convenience fee is too high, there is the option to set up automatic payments. With written consent, payments can be automatically debited from her checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. Ms. ****** always has the option of contacting AUM's Customer Service for her balance, due date and remittance address. They can be reached by calling XXX-XXX-XXXX, 8:00a.m. to 7:00p.m. (CST) Monday through Friday. Ms. ******'s AUM account currently shows a balance of $55.74 due on March 31, 2015. A zero balance would show after a complete payment is made and before the next cycle is billed. An example of this is with the statement mailed on February 10, 2015 and due on March 3, 2015. She made full payment on February 11, 2015, so a zero balance would show until the next charges are generated. In this case was March 10, 2015. Since full payment was received by the due date, no late fees were assessed. In regards to the online convenience fee, it is for each approved credit card transaction. This fee is disclosed several times on the website and each user must check acknowledging that there is a fee and agrees to pay it. AUM would like to thank Ms. ****** for her suggestion. However, AUM's current policies are not changing at this time. We will continue to provide our services in the same manner in regards to online convenience fees. All late fees and online convenience fees were properly assessed in this particular case. However AUM waived a late fee as a one-time courtesy. We hope the information stated above will assist Ms. ****** with alternative ways of receiving her statements and making future payments. Sincerely, ******* ********** Corporate Paralegal

3/27/2015 Advertising/Sales Issues
3/23/2015 Advertising/Sales Issues
3/17/2015 Billing/Collection Issues
3/16/2015 Billing/Collection Issues
3/3/2015 Advertising/Sales Issues
3/3/2015 Advertising/Sales Issues
2/23/2015 Advertising/Sales Issues
2/18/2015 Advertising/Sales Issues
2/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AUM does not bill individuals in a timely manner. We never received a December bill and then AUM billed us in January with a late fee for the December bill that we never received. In addition, the company (AUM) charged a "electric recovery" fee, but did not explain to any extent what the charge was. We already pay for electricity through LADWP. This company does late processing so that they can scam the customers by charging late fees when they never receive the bill.

Desired Settlement: We are seeking repayment of funds on the basis of fraud. Currently, the amount being sought is $104. The amount consists of the fraudulent $89 "electric recovery" fee and a $15 late fee for a bill that was never sent.

Business Response: Initial Business Response /* (1000, 8, 2015/02/04) */ February 4, 2015 American Utility Management (AUM) received the complaint submitted by **** *******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at *************** and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If he feels that the online convenience fee is too high, there is the option to set up automatic payments. With written consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. Resident payments are not mailed to AUM nor are they processed directly by AUM. AUM contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. AUM has no control over a third party such as the U.S. Postal Service; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options were discussed in this correspondence and include online viewing of account/e-statements, direct debit or online payment. Regarding the electric recovery charge and the utility recovery charge, when a resident moves into West Brent Apartments that person is responsible for the electric charges from that day forward. However when the electric charges are not correctly changed over to the resident, the property receives electric usage charges that should have been charged directly to the resident. When that happens, the resident is then charged on their AUM statement along with a utility recovery change. If the resident can provide proof of being charged directly by the provider for those same days, AUM will waive those charges. But it has to be for those exact service dates. In this particular case, no statements have been returned to AUM as undeliverable and AUM waived a late fee on January 13, 2015. We hope the information listed above will assist with future payments. Sincerely, ******* ********** Corporate Paralegal

2/9/2015 Advertising/Sales Issues
2/3/2015 Advertising/Sales Issues
1/20/2015 Problems with Product/Service
1/12/2015 Advertising/Sales Issues
1/6/2015 Advertising/Sales Issues
1/5/2015 Advertising/Sales Issues
12/23/2014 Advertising/Sales Issues
12/1/2014 Advertising/Sales Issues
11/17/2014 Advertising/Sales Issues
11/17/2014 Problems with Product/Service
11/17/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lived at Manchester Oaks Apartments in Franklin Wisconsin. For 6 months. During that period, AUM never once sent us billing for sewage, water, and trash. We had absolutely no idea this bill existed because it was separate from our lease with Manchester Oaks. We never once received billing for these services, but somehow accumulated about $40 in late fees. I called AUM to dispute this, and receive these late charges back because of their failure to bill me. They said Manchester Oaks closed out the account and took money out of my security deposit, but he also said he doesn't know where the money comes from and he hasn't received a payment for any of this. Manchester Oaks tells me that it was paid and closed. This man on the phone said there is nothing he can do and refused to reimburse these charges in the form of a check to my new address. I believe I deserve the $40-something in late fees returned to me in a check at my new address because of their failure to bill me during my entire residency at Manchester Oaks in Franklin, WI.

Desired Settlement: I'm asking for a minimum of $40 of my own money refunded to me in late fees from bills I never received.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ September 22, 2014 American Utility Management (AUM) received the complaint submitted by ******* ****. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities. On September 5, 2014, AUM received notification from the property to begin the move out process for this resident. All charges were transferred to the property and her AUM account was closed. When the property processed her move out, they collected the final charges or give any credits if warranted. Unfortunately, AUM is unable to grant Ms. ****'s request for a refund. Sincerely, ******* ********** Corporate Paralegal Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response above says that they have my money and they cannot write me a check for the unjust late charges because the account is closed. This is not true. Any HR department has access to write checks with approval from authority. They can absolutely cut me a check for these late charges from the bills I never received. I am not asking for refund from the service provided, just the late charges due to the business' bill issuing mistake because I never received a bill during my entire time as a resident. I want them to own up to their mistake and be an ethical company. Final Business Response /* (4000, 9, 2014/10/10) */ October 10, 2014 American Utility Management (AUM) received the additional information submitted by ******* ****. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is simply the billing provider and remits resident payments to the property. Also, as previously stated all final charges are handled at the property during the move out process. Unfortunately, AUM is unable to grant Ms. ****'s request for a refund. Sincerely, ****************** Corporate Paralegal

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I've lived in my apartment since December of 2012. Water is included with my rental agreement. Beginning in January of 2014, a company named AUM began sending me bills in the mail for water. I tried calling and emailing to ask who they were, and why they were sending me water bills. I had never heard of them, had never asked for their service, never entered into any agreement with them to use their services, never even communicated with them in any way. They never answered their phone, returned messages, returned emails, nothing. All communication attempts were ignored. These are all red flags that say "scam". This is exactly how scammers bilk money out of people. Send them random bills for a service, hoping they'll just assume it's a legitimate bill and pay it. So, I ignored further scam-esque bills from them. I emailed a few more times, never receiving a response. On June 26, 2014, I received a letter from my apartment complex, Riverland Woods Apartments, threatening to evict me because I hadn't paid "AUM" for water. Again, water is included in the lease that I signed. I've never signed anything stating that I would be paying another company for water. On June 27, 2014, I sent a written letter to AUM demanding that they respond to me, informing them of the situation and all of the unanswered contact attempts I had made with them. On July 6, 2014, I received a response from them, dated June 30th, 2014, stating that they were a third party billing company, billing me on behalf of Landquest Properties, the parent company of Riverland Woods Apartments. July 7th, I sent them a letter informing them that in light of their final admission that they were a 3rd party billing company for Landquest Properties, that I would pay them their legitimate charges for water, but I would not be paying them their "late fees" (which far exceed the amount of the bill itself) or their "activation fee" for a service which I never asked for, consented to, or was even offered or made aware of. Further, their shady scammer-esque behavior (sending bills to those who've never been made aware of their purpose, and refusing to reply to any emails or phone calls from those they send these bills to) warranted an apology, on top of them fixing the illegitimate fees added on to the bills. If this company had simply responded to any one of my numerous contact attempts in the first place, to explain who they are, which I could have then verified with the apartment complex's parent company Landquest Properties, none of these problems would have occurred, and they wouldn't have all of these ridiculous fees to remove. Further, since receiving the one response from them, I haven't received any bills. I just logged into their website to find that I had been "signed up for paperless billing", but "not confirmed", and therefore was not receiving bills via any medium at all. Of course, this is another way for them to add false fees onto my bill. These fees will not be paid for, either. They are to remove all of these ridiculous fees and apologize for their scammer-ish behavior, from the day they started up until now. And if they continue the behavior of not sending bills (just so they can rack up false fees), they will be removing those as well.

Desired Settlement: They are to drop all "late", "activation" and other fees from my account, and they will not continue with this behavior in the future. They will submit this resolution in writing.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ September 12, 2014 American Utility Management (AUM) received the complaint submitted by ******* *****. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. In Mr. *****'s case AUM is contracted through his apartment complex and/or their management company to bill him on a monthly basis for utilities such as water and sewer. As stated in previous correspondence sent to Mr. *****, while AUM is not privy to Mr. *****'s individual lease agreement, AUM recommends that he review his signed lease agreement as it determines his payment arraignment and consent for AUM to bill him. Regarding late fees, when our invoices are mailed residents have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If she feels that the online convenience fee is too high, there is the option to set up automatic payments. With written consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. Resident payments are not mailed to AUM nor are they processed directly by AUM. AUM contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. In this particular case all fees were properly assessed, therefore no credits are warranted. Sincerely, ******* ********** Corporate Paralegal Initial Consumer Rebuttal /* (3000, 7, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Miss ********** is lying. "Resident payments are not mailed to AUM nor are they processed directly by AUM." - ******* ********** As you will see in the attached photograph, the threatening letter from my apartment complex that triggered AUM's concession to finally address my endless contact attempts with them to verify their identity, the billing address is AUM's address. I've found that the exact complaints that I've made to you (the BBB) about AUM are not an anomaly. Searching google has not only turned up countless complaints that match mine, but there are websites dedicated to the eradication of this scam company. AUM verified that they were a scam company when they began mailing bills to me for a service which I never signed up for, nor agreed to pay for. I had never even heard of this phantom company until receiving their unsolicited bills for a service that I never contacted them about, requested, or agreed to. It took them until June 30th of 2014 (following countless repeated contact attempts on my part via email and phone, none of which were acknowledged or returned) to admit who they were, or even respond to me. This company has no business doing business the way they do, no business charging a 147% late fee ($25 late fee on $17), no business charging late fees on a bill for a service that was never requested, no business billing someone for a service not requested or agreed to, and certainly no business behaving like a shell scam company, as they have been doing. They will drop all of these fees immediately, or be brought to court for full legal remedies. Final Business Response /* (4000, 9, 2014/09/26) */ September 26, 2014 American Utility Management (AUM) received the further additional information submitted by ******* *****. AUM is unable to grant his request. We recommend as with all prior correspondence to review his signed lease agreement. Sincerely, ******* ********** Corporate Paralegal Final Consumer Response /* (4200, 11, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They've just been proven to be lying, and their only response is "We won't approve his request". I'll give them until October 7th, one week from tomorrow, to make the adjustments. If they don't, I'll be talking to my attorney about whether to join an existing class action lawsuit against them, or to file our own. Their choice. If they choose not to admit their misdeeds and removing the bogus charges, I will be suing them via one of the two lawsuits mentioned above.

9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AUM does not send out their statements in a timely manner. The statement gets to you 1-5 days after you would have had to mail the bill back. This would be fine if online bill pay was an option, but it cost 7.50. They attempt to trap customers with unnecessary fees. I was assessed a late fee last month. I called and they removed it as a one time curtsy. I will be assessed another late fee this month because it is impossible to pay the bill within their timeline. Working backwards, the bill is due on the 1st, it takes 5-7 business days to process. The 1st is a holiday, they would have to receive my payment no later than August 21, four days for mailing I would need to send on August 16 because there is no mail on Sundays. I did not receive the bill from them until the 19th. This is a business practice meant to trap customers, the statements aren't generated until the 11th of each month and in phone calls with the company they acknowledge that they don't send them out on time. My account number is XXXXXXXXXX.

Desired Settlement: I want AUM to offer free online bill pay or extend the timeline in which you can pay bills possibly 20 days for when you receive the bill or shorten their processing period.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ September 5, 2014 American Utility Management (AUM) received the complaint submitted by ***** ******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents have twenty-one (21) days in which to make full payment before a late fee is applied. This information is clearly stated on each resident statement. This fee is only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An available option is to manage the account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. One can view and print statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If she feels that the online convenience fee is too high, there is the option to set up automatic payments. With written consent, payments can be automatically debited from her checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. Resident payments are not mailed to AUM nor are they processed directly by AUM. AUM contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. In this particular case, payment was after the indicated due date. Thus, a late fee was properly assessed. However, as a courtesy this late fee was waived. Sincerely, ******* ********** Corporate Paralegal

9/11/2014 Advertising/Sales Issues
9/8/2014 Advertising/Sales Issues
9/8/2014 Problems with Product/Service
8/22/2014 Advertising/Sales Issues
7/29/2014 Advertising/Sales Issues
7/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AUM charged me a late fee of $9.00 even though I received the first billing letter after my initial payment was due, thus they didn't allow me to pay on time. I never received a bill for the first payment cycle. To avoid a second late fee, the only way to pay "on time" was to pay online using a credit or debit card, which is fantastic, but they charge an unreasonable fee of $7.50. No one in the industry or other industries charges a convenience fee of more than $2.00. This is completely unreasonable. If anything, there should be a discount for paying online as it reduces manual work for them plus any paperwork.

Desired Settlement: $16.50

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ July 11, 2014 American Utility Management (AUM) received the complaint submitted by ********** ******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. While AUM and the property have verified the mailing address, occasionally statements may take longer than normal to reach *** ****** when traveling by the U.S. Postal Service. We have no control over this third party; however we do offer other options in order to receive statements and or make payments in a more timely and efficient manner. Those options include e-statements, direct debit or contacting our Customer Service Department. It appears that *** ****** has signed up and is now receiving his statements electronically. While AUM is unable to waive the online convenience fee, we are looking into waiving the late fee. If *** ****** has any additional questions our Customer Service Department can be reached at XXX-XXX-XXXX, 8:00a.m. to 5:00p.m. Monday through Friday. Sincerely, ****************** Paralegal

7/15/2014 Advertising/Sales Issues
7/9/2014 Advertising/Sales Issues
7/4/2014 Advertising/Sales Issues
6/17/2014 Advertising/Sales Issues
6/9/2014 Advertising/Sales Issues
6/5/2014 Advertising/Sales Issues
5/19/2014 Advertising/Sales Issues
5/16/2014 Advertising/Sales Issues
5/5/2014 Advertising/Sales Issues
5/5/2014 Advertising/Sales Issues
4/28/2014 Advertising/Sales Issues
4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company charges $5 a month to sent a bill that is always wrong. When I asked my apartment complex manager about this charge and how to remove it, I was told I needed to contact AUM directly as they had nothing to do with this. I called AUM and the associate was very unhelpful. I requested to stop receiving these bills and to cancel and they refused, telling me breaking my lease and moving was the only way to stop this charge. My apartment complex uses separate billing online that I use and do not need or require this bill to be sent or generated by this company. Further, I have checked my lease and have been unable to find any agreement to this fee by this third party company as they claimed. They seem to be passing the issue off on others instead of doing the right thing and canceling my account or at least stop sending me these pointless incorrect bills that just get thrown away because they are wrong half the time. This company practices some very shady business and needs their BBB Accredited title remove immediately. Shame on this company.

Desired Settlement: Stop sending me bills in any form and stop charging me for these bills.

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ March 7, 2014 American Utility Management (AUM) received the complaint submitted by ******* *********. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities. In Ms. *********'s case AUM is contracted through her apartment complex and/or their management company to bill her. AUM sends monthly statements and the monthly utility portion of the statement simply reflects each resident's portion of the overall bill for the property. Since each apartment does not have an individual meter to measure water and sewer usage, bills must be calculated on an allocation basis. The Public Utility sets the rates, reads the property meters and charges the property accordingly. Therefore, if the property's utility bill increases, residents will see an increase in their bill as well. Residents are billed only for their share of the property's overall bill and the total charge allocated to residents does not exceed the total amount paid by the property plus an administrative fee. This is in accordance with the state statute. Unfortunately, AUM is unable to grant her request of waiving the monthly administrative fee and discontinuing her AUM statements. Sincerely, ******* ********** Corporate Paralegal Initial Consumer Rebuttal /* (3000, 7, 2014/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This did not address the issue at all. Seems to be a standard pre-written response that you just sent to everyone. Your bills are often for the incorrect amount, resulting in me having to pay my apartment complex twice every month. Main issue is you are charging $5 a month to provide incorrect information. If you must charge me at least provide correct and accurate bills. If you can not do this I should not be required to pay. Final Business Response /* (4000, 9, 2014/03/27) */ March 27, 2014 American Utility Management (AUM) received the additional information submitted by ******* *********. We would like to take this opportunity to respond and provide details to help in your investigation. AUM only generates and mails the resident statements and does not collect payment for these charges. On each statement under the Message Center section it states "Your current lease agreement overrides any amounts billed on this statement. The amount due is reflective as of the 15th of last month. You are responsible for potential activity that does not appear on this statement." This information has been noted in the Message Center beginning with her January 21, 2013 statement. AUM's previous correspondence discussed the utility portion of her statement and addressed the monthly statement and administrative fee. As previously stated, AUM is unable to grant her request of waiving the monthly administrative fee and discontinuing her AUM statements. Sincerely, ******* ********** Corporate Paralegal

4/4/2014 Advertising/Sales Issues
3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/24/2014 I received my water/sewer bill from AUM. After opening the bill on 1/26/14, I realized the bill was double the amount than normal. I have lived in this same apartment for 3 years and my water/sewer bill has never been greater than $50. However, I realized the increase is due to a $56 charge for "Sewer." This amount is almost 3x as much as the charge for our water, which was only $16. After speaking to The Racquet Club, they indicated they had not been aware of an increase in rate/charge and AUM must notify them of an increase, which they had not done. After speaking with AUM, we were simply told it is the correct amount after installing new meters and a new system. However, none of this was notified to us that our bills would be more than double what we average paying per month. They also failed to substantiate how a flat fee for sewer could be three times the amount for water. It is improper practice to not only charge three times the amount for a sewer fee as you do water, as well as fail to notify consumers and the property of the increase. Acct number : XXXXXXXXXX Spoke with a ******** on the phone who failed to escalate my concerns to a manager and verify the reason for the drastic increase in price for a sewer fee.

Desired Settlement: I am seeking a decrease in charge for the sewer fee every month. A company cannot expect consumers of a small apartment to pay triple the amount for a sewage fee as they do water. I am also looking to know why residents of the complex, as well as the apartment complex, were not told of the increase in price. I would also like to have AUM successfully substantiate the reason for the exorbitant price increase.

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ March 7, 2014 American Utility Management (AUM) received the complaint submitted by ***** *******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are hired by landlords and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities. In Ms. *******'s case, AUM sends her a monthly statement for water, sewer, trash, plus an administrative fee. Since each apartment has an individual meter, her statement is calculated based on her actual usage. In order to determine the charges on her statement, her usage is multiplied by the property's calculated effective rate. The effective rate takes into account the provider's published and/or tiered rates, when calculating the water/sewer charge. This rate also includes any applicable fees or taxes charged from the municipality to the apartment community. The Public Utility sets the rates, reads the property meters and charges the property accordingly. Therefore, if the property's utility bill/effective rate increases, residents will see an increase in their bill as well. AUM hopes that the information above was able to address her concerns. If she would like to discuss her AUM account in further detail, AUM's Customer Service can be reached at XXX-XXX-XXXX, 8:00a.m. to 5:00p.m. Monday through Friday. Sincerely, ******* ********** Corporate Paralegal

3/14/2014 Advertising/Sales Issues
3/10/2014 Advertising/Sales Issues
2/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company charges a $7.50 "convenience fee" to make your payment on time, doesn't offer any reasonable way to get the payment to them on time. they charge over 30% of the bill itself to make a payment on time. This is unethical and management will not contact the consumer or speak with them in any way, even if the bill is sent out late which it often is.

Desired Settlement: i would like to have the 2 "convenience fees" refunded to my account totaling $15

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ February 7, 2014 American Utility Management (AUM) received the complaint submitted by ***** *******. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. When our invoices are mailed, residents have twenty-one (21) days in which to make full payment before a potential late payment charge is applied. This information is clearly stated on each resident statement. Late payment charges are only applied if a balance remains on the account after the indicated due date. This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. An option available to Mr. ******* is to manage his account online. Every statement lists our web address and that the account can be managed online. The online service allows access to account information, bill payment and to set up for e-statements. He can view and print all of his statements, but is only charged a convenience fee when payment is received online with an approved credit card transaction. Another option available to Mr. ******* is to enroll in AUM's E-Statement Program. In order to enroll in this program, residents must visit the AUM website at www.aum-inc.com and click on the Resident Tab. After logging in and re-entering his/her email address, the e-statement option would have to be selected. Once registering for the program he/she would receive an email with a link to confirm the registration. E-statements would begin once the resident has confirmed his or her registration. If after signing up for e-statements and no receiving them, AUM recommends checking his/her email spam folder. As certain email accounts consider the e-statement spam. AUM currently has three main bill payment options for our customer's convenience. Payments can be made online along with a convenience fee and the payment would post to the account on the day of the transaction. If Mr. ******* feels that the online convenience fee is too high, he has the option to set up automatic payments. With his consent, payments can be automatically debited from his checking account. The auto debit requires residents to complete an application and can take up to two months to process. Another option is to mail payments to our lockbox via the United States Postal Service. In regards to the online convenience fee, it is for each approved credit card transaction. This fee is disclosed several times on the website and each user must check acknowledging that there is a fee and agrees to pay it. AUM is unable to grant Mr. *******'s request of waiving the online convenience fee. We hope that the information stated above will assist Mr. ******* when making future payments. Sincerely, ******* ********** Paralegal

2/17/2014 Advertising/Sales Issues
2/14/2014 Advertising/Sales Issues
1/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Aum collected on a bill 10 days earlier than the bill states. Causing a overdraft fee of $34.00. The bill states due 12/27/2013. A payment was sent in for the amount due for 12/27/2013 as the date. The payment was collected on 12/16/2013 Causing a $34.00 overdraft service fee. According to the Fair debt collection practices act § 808. Unfair practices 15 USC 1692f Section 2 (2) The acceptance by a debt collector from any person of a check or other payment instrument postdated by more than five days unless such person is notified in writing of the debt collector's intent to deposit such check or instrument not more than ten nor less than three business days prior to such deposit. I was not notified by aum of the early withdrawl. I would like my $34.00 back.

Desired Settlement: I want the $34.00 Aum owes me for not following the Fair Debt Collection Practices Act. And I want Aum to follow correct and fair debt collection practices.

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ January 10, 2014 American Utility Management (AUM) received the complaint submitted by ***** ********. We would like to take this opportunity to respond and provide details to help in your investigation. As previously mentioned in our reply to Mr. ********' BBB complaint #XXXXXXXX, AUM is a third party billing provider and is not a debt collection agency. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. Resident payments are not mailed to AUM nor are they processed directly by AUM. AUM contracts with a reputable lockbox service to collect and process all payments. The lockbox service typically processes payments within 24 hours of receipt. However, a delay in processing can occur if directions included on each statement are not followed. Each statement notes to allow 5-7 business days when mailing payment, to not enclose written correspondence with payment, to return the payment coupon with payment and not to staple the payment coupon to the payment. Generally speaking it appears that a bank may cash the check upon receiving it, even if it is prior to the written date. AUM is unable to grant his request of reimbursement for his bank charge. Sincerely, ******* ********** Corporate Paralegal Initial Consumer Rebuttal /* (3000, 7, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) So let me inerprit this since Iam not a debitor to you when the Bill comes (aum creditor) Iam not required to pay the bill to you then correct. Is that what you are telling me? Then who do I send payment to if you are not the creditor and Iam not the debitor. Or better yet who can I make payment to instead of you. Or is that not possible because your not real and actually are not capable of billing someone. Iam curious please verify your business liscense and what state it is issued in and do you have a liscense to collect in california? Final Business Response /* (4000, 9, 2014/01/23) */ AUM is a third party billing provider and not a debt collection agency. AUM is contracted with owners, landlords, and management companies to bill their tenants and at times also collect payment on their behalf. This is in accordance with tenants signed lease agreements. AUM is licensed by the California Secretary of State, Illinois Secretary of State as well as other various states, cities and counties with the authority to conduct business. Final Consumer Response /* (4200, 11, 2014/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like AUm to provide proof they have the right to do business in the state of california.

1/24/2014 Advertising/Sales Issues
1/13/2014 Problems with Product/Service
1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I have been set up for direct debit service from my checking account for my water/sewage bill through the company AUM. On October 10th I had to close my checking account because I was the victim of a scam and the scammers had my account information and social security number. On October 15th I called AUM to inform them that I closed my account and would have to pay the next bill manually, online or by check. The woman on the phone told me she would send me a new direct debit form to send to them to change account numbers. She told me my only option was to wait until October 21st when my payment posted on their website and pay online. She did not inform me of their policy, which would have warned me that it would take them up to 10 days to cancel my previous account debit and enter my new checking account number. I paid the bill online on time, on October 23rd. This month I received a bill with a returned payment fee of $35.00 because, regardless of the fact that I told them the account was closed, they still debited my closed account. Had the woman at AUM warned me of the policy, I could at least have somehow worked with my bank to leave the amount that would be debited in my closed account, if that is possible. Regardless, even though I paid the bill on time, the details of their policy prevented me from avoiding any such fee. I called AUM as soon as I saw the fee on my bill for November and the woman, named ******, refused to reverse the charges. I called a few days later, hoping to speak with someone else, and it was again ****** who refused to reverse the charges, although she informed me that she did have the power to do so. Yes they do have a policy. I got caught in the guidelines of the policy. However, without any warning about what was to happen and any way to prevent it, I am stuck with a $35.00 fee that I believe they could have prevented had they had in mind the best interests of the customer. I would like AUM to reverse the fee and credit it to my account for my December bill. This may seem like a small amount, but I assure you, it is a lot of money to me, and I am certain it could be easily absorbed by such a large company. Sincerely, ***** ********* *** ** ********** *** *** **** ********** ** XXXXX Phone: XXX-XXX-XXXX The company this concerns is: AUM **** *** **** *** ****** ** XXXXX-XXXX Phone: XXX-XXX-XXXX My account number with the company is XXXXXXXXXX. This complaint concerns my statement for October billing period, statement #XXXXXXXXX.

Business Response: Initial Business Response /* (1000, 10, 2013/12/13) */ December 13, 2013 American Utility Management (AUM) received the complaint submitted by ***** *********. We would like to take this opportunity to respond and provide details to help in your investigation. AUM is a third party billing provider. We are contracted with owners, landlords, and management companies throughout the United States to assist them with utility conservation. Part of this assistance includes billing their residents for utilities on a monthly basis. One payment option available to residents is to sign up for automatic payments (direct debit). With proper consent, payments can be automatically debited from a checking account. The auto debit requires residents to complete an application and can take up to two months to process. Mr. ********* registered for direct debit and on October 15, 2013 contacted AUM's Customer Service to change information regarding the direct debit. However, he was advised that direct debit might still be active for the current month's statement. Also advised that he would need to submit a letter requesting to cancel direct debit and submit new forms with the updated information. Shortly thereafter, he received a Returned Payment Fee of $35.00. The Terms and Conditions regarding signing up for the direct debit are attached when residents fill out and send in the Automatic Withdrawal Authorization Form. It clearly states that after the automatic payment is canceled that there is no guarantee that the current month's payment will not be deducted from the account and also clearly indicates when a Returned Payment Fee will be assessed. Also when Mr. ********* first signed up for the direct debit service, he received a letter thanking him for signing up and explained to always verify the payment instructions on the statement as it will indicate if the payment will be collected via direct debit. Unfortunately, AUM is unable to grant Mr. *********** request of waiving the Returned Payment Fee. Sincerely, ******* ********** Corporate Paralegal Final Consumer Response /* (3000, 12, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The woman I spoke with on the phone on OCT 15th DID NOT INFORM ME that the direct debit might be taken out of my account. Had she told me I would OBVIOUSLY have found a way to leave money in that account to avoid any return payment fee!!! Please find it in your hearts to return the 35.00 to me as a holiday gesture of good will! Surely your company can absorb it! Final Business Response /* (4000, 14, 2013/12/30) */ Unfortunately as previously stated, AUM is unable to grant Mr. *********** request of waiving the Returned Payment Fee.

1/6/2014 Advertising/Sales Issues
1/2/2014 Advertising/Sales Issues
11/8/2013 Advertising/Sales Issues
10/16/2013 Advertising/Sales Issues

Customer Review(s)

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Customer Reviews Summary

20 Customer Reviews on American Utility Management, Inc.
Neutral Experience (0 reviews)
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Fusion Chart