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BBB Business Review

BBB Accredited Business since 08/19/2010

Midway Services Utilities, Inc.

Phone: (727) 573-9500Fax: (727) 573-1506View Additional Phone Numbers4677 118th Ave N, Clearwater, FL 33762-4444

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BBB Accreditation

A BBB Accredited Business since 08/19/2010

BBB has determined that Midway Services Utilities, 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 16 factors. Get the details about the factors considered.

Factors that lowered Midway Services Utilities, Inc.'s rating include:

  • 20 complaints filed against business

Factors that raised Midway Services Utilities, Inc.'s rating include:

  • Length of time business has been operating.
  • Response to 20 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

The company has worked and continues to work with the BBB in an effort to reduce its number of complaints. BBB recommends that if you have any complaints or concerns, please contact the Senior Account Manager, James Anderson at janderson@midwayservices.com or (727) 456-2084 prior to contacting BBB.

Customer Complaints SummaryRead complaint details

20 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues20
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 20

Read Complaints | Definitions | BBB Complaint Process | File a Complaint

Complaint Breakdown by Resolution

Complaint Resolution Log (20)BBB Closure Definitions
Complaint resolved with BBB assistance (15 complaints)
05/02/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Failure to correct billing errors

Complaint: They are over charging me for their service and ****** not address the matter.
I have evidence of price gouging and extortion of a local water company. Ever since I have moved into my condo, my water bills have always been around 20$. For the last two months though they have been charging me over 100$ The new bills they are sending me are saying that I'm using over 9000 gallons of water a month. That is 3 times the average person uses. I live alone. I would like to send you some PDF files to show you. I have called them several times and they have done nothing by lie to me. They have said that they would send somebody over to check the water consumption and never contacted me. They said they would not do anything with the ****** until the matter was closed. They have sent me a notice threatening legal action. This needs to be brought to the public's attention. They may be a utility but that does not give them the right to do this.

Business Response
My name is ****** ****** and I am the Senior Account manager at Midway Services Utilities (MSU). MSU took over the billing for this property December 2011, we did not install the sub-metering equipment. Whenever there is a takeover of a property for water billing, there are always units in which meters/transmitters need repair or replacement. Mr. ******'s unit is one of the units. In fact, there were several attempts (4 that we are aware of) to enter the unit in order to troubleshoot and diagnose/correct the problem with the meter/transmitter. The Property Manager Brandon Walker advised MSU to estimate the account at 9,000 gallons until a unit entry was granted. Why? The property manager has seen their water municipality bills climb and management's concern is that the units that are not working are playing a factor in those rising costs. Just one unit that is not working, a toilet could be running. A running toilet could waste as much as 40,000 gallons per month. Mr.********* concern was to do something to invoke an immediate reaction by the residents that had not responded to a unit entry request. Indeed by invoicing at this high estimation, Midway Services was granted access to the unit.
This morning, I spoke with our VP - Mr. ************ He advised that the unit is still not working. This property uses a dual Hexogram system. This means that we ****** need to access unit *** as well as Mr. ******'s unit *** in order to correct the problem. I am working with Operations in order to re-schedule a return trip. In the meantime, Mr. ****** has agreed to lower the estimation amount back down to what it was in the past. The February and March invoices were lowered to an estimate of 800 gallons. The ****** for this amount is $17.97 per month. Mr. ****** made a payment of $196.97 on 3/18/13. With the account correction, Mr. ****** is carrying a credit of ($168.03).
It must be noted that once the technology is repaired in the unit, it is possible that Mr. ****** COULD be using more water than the estimated billing has shown. This unit has been consistently estimated at less than 1,000 gallons per month. The National Average for one person is up to 3,000 gallons per month. We ****** know accurate information once the necessary repairs are completed. To confirm, this billing situation wasn't performed in order to make money. The property manager is trying to invoke a response from the resident so that repairs can be made due to rising municipality costs. MSU ****** continue to work with the property and Mr. ****** for a successful unit entry to have the meter/transmitter issue corrected. I hope that the information provided is to your satisfaction. If not, please contact me at XXX-XXX-XXXX or ************************


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
So, their argument is that because I would not just let them into my apartment while I was not there, they had the right to fabricate an outrageous number, charge me for it, and collect on it. First of all, I work, and they know that. The only notice they ever gave me that they were coming into my residence was a note taped to my door saying they would be there in two days. My job has a very strict attendance policy. I can't just not show up to work when they can just show up at 9am or 830 in the morning and take the 5 minutes to instal the unit. I find it interesting that they wanted to take these measures to evoke a response from the residents,and not just me. Now they want in again to install another unit because they think it does not work. I have been keeping a journal of my water usage for most of March. They are not going to get much different results no matter how many units they instal. I live alone and I am at work for 10 hours a day five days a week. Most of the time I'm at home I'm asleep. I run the dishwasher twice in a busy week, and the clothes washer once. I don't use that much water. I ****** upload some videos I took of my water meter to show you. Unfortunately I can only upload one thing at a time. If you have an email address I can send the other vids to that would be good. The point to this is to show that there is nothing wrong with their meter. They just don't believe it.


Business Response
In response to Mr. ******. Midway Services does not fabricate reads. If a unit is not transmitting, the invoice is estimated based upon history consumption. This was a takeover property. We did NOT install the equipment. At the time of the takeover, we were aware of units that were in need of repair. Midway Services HAS to coordinate with the property in order to arrange a unit entry. Typically, a property ****** give a resident a 2 day notice. We understand the working person has to be at work. However, just like many utility, cable companies, etc, there is a window given of a few hours. This is because of other maintenance and repairs being performed by the technicians. We realize that we cannot please everyone in regards to the timeframe to show up and do the repairs. However, the critical component is the ability to show up and perform the repair. It is great that the resident is keeping a journal of consumption from the meter. This issue doesn't appear to be the meter, but the fact that the transmitter attached to the meter is not functioning. Once we receive actual consumption counts from the meter/transmitter, it ****** NOT be an issue to credit Mr. ****** for any overcharged water. After all, a resident desires to pay for the water that they use. Trust me, Midway Services desires to invoice accurately and not have to estimate an account. I sent an e-mail yesterday (4/11) as to an update on the unit entry. I ****** follow up until the unit is fixed and the billing is accurate. I ****** be out of the office on business 4/16 - 4/18, but ****** follow up internally with our OPS department on 4/19.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

03/15/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Credit, Billing or Collection Complaint Issue

Complaint: Failure to come out and check the water meter for our specific water pump due to high billing for water and sewer.
We have been renting through a realty group Universal Vacations since November 2011. We had 3 people living in our house and had a water ****** at an average of around $50-$70 but our sewer for the ****** was always around the same price as the water. When we brought it up to the realtor they said our sewer for the ****** should only be about $15 every ****** not $40-$80 on top of the water. We have contacted Midway Services about 3 times asking them why our water ****** was so much every month and why the sewer was alot too. Every time we got a hold of them (when we were actually able to get ahold of them) they always said it was because that was how much water we used and there was nothing we could do about it because with 3 people living in a house the amount of water on our ****** "equals" how much we should be using. Which made no sense. On top of that they asked if water was leaking any where and I told them our toilets ran alot and that the sink in one bathroom leaked underneath. They told me everytime that, that wouldnt be the problem to make our bills so high. I still complained and since I couldnt read the meter inside my apartment due to the arkward placement of it they said they would contact my realtor and have someone come out and do the reading and figure out the issue. When we renewed our lease again with our realtor in Novemeber 2012 we told them again about our water ****** and how the sewer was still high and has been all year. They told me to contact Midway Services and asked them why, so I did and thats when they said the above, that they would come out and see and that the little leaks and toilets running had nothing to do with it. And like I said no one ever did come out! Since we renewed our lease we had a roommate move out so it has only been me, my fiance and 5 year old son. Our November ****** for example: water $34 sewer $59 "usage of water" 7,770. December ****** water was $31 and our sewer was $54 with our "usage of water" 7,070. January ****** was water $46 sewer $77 and "usage of water" 10,600. February ****** was water $79 sewer $123 and "usage of water" 17,690!!!! One the bills for November and December were already high with the sewer always higher than the water and thats what we dealt with from November 2011-December 2012, then once January 2013 hit it was getting higher and then February was the highest! Our usage of water for February more than doubling! With 2 adults and a 5 year old theres no way this is correct! We contacted our realtor AGAIN and they said they cant do anything because its our water and we need to pay it! Found out there was a major leak the toilet leaking and the sink more than leaking. They contacted Midway Services for us as well just recently and they said they were just waiting to see if they ****** help with any information. Still as a renter I am more than unsatisfied with Midway Services. I have loved living where I am renting but for my sewer ****** to be more than water every time my ****** comes out and now I am dealing with doubling of usage which there is no way! I am honestly to the point where I ****** not recommend any one to move where I live because the water company we have to deal with and on top of that we want to move out ourselves! Dealing with this company is like pulling a tooth out and I couldnt be more unsatisfied or **** off! I googled the company and found that I am not the only one with billing issues with Midway Services too! I hope no one ever has to deal with this company and hope one day all these compliants (19) ****** catch up t Midway and one day shut them down for good unless they changed their customer service and stopped over charging their customers! What exactly am I paying for for sewer any way! I still have yet to get that answer!!!!!!!!

Business Response
My name is ****** ******. I am the Senior Account manager with Midway Services Utilities. We are a sub-metering billing company that invoices apartment, condo/townhome communities for their water consumption.
First, I can understand the frustration regarding Ms. ******'s complaint regarding high water bills. However, her frustration is mis-directed. The bottom line is that Midway Services is not at fault for the high consumption in this unit, nor have we made an error in the billing for water/sewer for this unit. With this in mind, I ****** provide information that ****** bring clarity to the situation.

Lee County provides the water to the entire community. They assess commercial water/sewer flat and usage rates to the property. The water flat rate: 7.54 and the usage rates are on a tier structure. 3.13: 0-4,800 gallons (per 1,000 gallons), 3.91: 4,801 - 9,312 gallons (per 1,000 gallons), 4.70: 9,XXX - XX,912 gallons (per 1,000 gallons), 6.25: 18,913 gallons and above (per 1,000 gallons). The sewer flat rate: 7.56. The sewer usage rate is 6.56 per 1,000 gallons.

Neither Midway Services nor the property owner have any say in the establishment or increase/decrease in the water/sewer rates. The water charge is for the fresh water supplied to the property. The sewer charge is the treatment of all the bad water that has gone down the drain. The sewer charges are typically higher because the municipality has to treat the bad water. In some cases, a municipality ****** outsource the treatment of the bad water. This of course, ****** lead to a higher sewer charge because the cost is always paid by the customers.

Midway services is a billing company. We read the meters and invoice each unit for their water consumption. Midway Services is NOT responsible for consumption issues or problems with the plumbing inside a unit. If there is a meter/transmitter issue, Midway Services can make arrangements with the owner, management company, or renter to enter the unit in order to troubleshoot and replace any defective part(s). If Midway Services were to come out, it would be a chargeable call (parts replacement, labor, etc). In this case, the meter and the transmitter are functioning fine. Ms. ****** expressed in her BBB complaint that her unit has a major toilet leak and that her sink is leaking as well. For your information, a running/leaking toilet can waste up to 40,000 gallon of water in a month alone. The National average for one person is up to 3,000 gallons per month per person. So, for two adults and a 5 year old child, the consumption can range up to 9,000 gallons and still be considered normal.

The consumption in this unit from May 2012 to September 2012 averaged 9.5K per month. This consumption included the additional renter. So at that time, 3 residents and a 5 year old child. October and November 2012, the consumption dropped to an average of 7.3K per month. This most likely covered the period in which one of the roommates left the unit. The consumption in the unit has risen since the 11/26/12 reads. The December consumption was 10.6K, the January 2013 consumption was 17.6K, and the February 2013 consumption (as of 2/26/13) was 13.4K. It appears that the leaks have not been corrected. It is in Ms. ******'s best interest to contact either Universal Vacations or the owner of the unit ASAP in order to have these leaks corrected. If not, the water consumption ****** continue to be high, and the subsequent water invoices ****** follow. Midway Services ****** continue to read the meter and invoice accordingly.

It must be noted that on 4/11/12 Ms. ****** contacted our customer service department over her invoice for 8,060 gallons. Our customer service rep ***** advised her that we are only the Billing company and that if there are any plumbing fixture issues, it is the owner that should arrange to have a plumber onsite to correct the problem(s).

This unit is individually owned. Per Ms. ******, she is renting the unit from Universal Vacations. They are handling the management duties for the condo owner(s). The condo owner is responsible for the unit. Since we are not involved with owner/renter leases, perhaps Ms. ****** can seek monetary reimbursement for toilet/sink leak repairs from the owner or Universal Vacations.

Lastly, Ms. ****** mentioned a number of complaints listed on the BBB website regarding our company. As the person that handles the BBB complaints, the vast majority of the "billing issues" are unfounded as the majority of the complaints involve educating the resident (such as Ms. ******) on how sub-metering works, explaining the billing/water and sewer rates, and whom is responsible for fixing plumbing concerns. Midway Services has an A+ rating with the BBB.

In conclusion, Midway Services has explained the water/sewer rates, how they are assessed and that the cause of the unit's high bills are due to leaks in the unit. Ms. ****** should take the appropriate steps with her management company, landlord, or owner of the unit in order to have the leaks fixed. She should seek any monetary reimbursement from them as they own/manage the unit. Midway Services has not invoiced in error or overcharged Ms. ******. I believe that all necessary information was provided to resolve this complaint. If you need any further information, please contact me at
XXX-XXX-XXXX or ************************

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

02/18/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Failure to provide itemized billing as requested

Complaint: RECEIVED A WATER ****** WHICH IS DOUBLE THE AMOUNT I HAVE PAID FOR 12 MONTHS. THEY ARE THE NEW BILLING COMPANY
THE ****** INCLUDES CHARGES FOR ITEMS I DO NOT RECOIGNISE AND THEY DOUBLED THE ******. THIS COMPANY TOOK OVER LAST MONTH AND THE CHARGES WERE NOT THERE AND THIS MONTH CFUF AND WMF CHARGES APPEAR ON THE ******

Business Response
Midway Services Utilities (MSU) specializes in offering utility solutions to apartment, townhome, and condominium communities nationwide. A few months ago, property management decided to solicit the services of MSU in order to invoice each resident for their water/sewer consumption. This property was being invoiced by another billing company. To advise, Pinellas County provides the water to the community. Pinellas County reads their master meters and invoices the property owner for ALL the water consumed on the property. MSU reads each individual sub-meter that is specific to each residential home. Then, MSU invoices each resident with the remittance monies due to the property office. MSU does not sell or increase the cost of water and sewer. The rates are composed by Pinellas County.

Recently, MSU conducted an analysis which showed a substantial variance in monies invoiced by Pinellas County to the property compared to resident sub-metered billing. Please note that it is illegal to charge the residents (as a whole community) for monies that EXCEED the municipal invoices. In order to compensate for the variance in monies, the January 2013 invoices began to show the following charges:

Fire line, Utility Tax, CFUF (Common Facility Usage Fee), and Waste Management. The fire line and utility tax charges are a pass through fee from the municipality. The common facility usage fee is a culmination of all common area water that is being consumed by the property. The Waste management fee is trash. All charges except the waste management fee fluctuate depending on the monthly municipal water/sewer invoices (overall consumption). Please note that neither the property owner nor MSU establish the rates for these charges. These charges are not designed to make money for the property owner. It is simply "cost recovery" for the monthly expenses incurred by the municipality. These charges were not on the first couple of invoices. A property owner or management group ****** allow the cost recovery charges in order to recoup the monies paid to the municipality.
Midway Services is working with the property to approve a letter that ****** be mailed to all residents concerning these charges. If you have the need for any additional information, please contact me XXX-XXX-XXXX or ************************

Business Response
Update on this property. As of 1/31/13, the owner of the property decided to cancel billing the residents for common area water (CFUF) and the fireline fee. Midway Services hand delivered corrected January invoices with a letter last night on the property.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

01/18/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Improper collection practices

Complaint: Midway Services engages in predatory billing practices.
Latest occurrence, though this is a typical practice...Midway Services invoices with a claimed invoice issue date (this most recent example) of December 18th, 2012, we received the invoice on December 22nd, with a required payment date of December 28th. If our payment is not received by the due date we are charged with a late fee. This happens repeatedly. We commonly have less than one week to remit payment to Midway services. Considering we use electronic billing services it takes 5 days from the time we issue the payment until the time it is received - assuming we get the invoice the same day it arrives in our mailbox.

Business Response
I can provide some information. There is a 15 day turnaround from the mail date and the due date. This is in contract between Midway Services and the property. Upon investigation, Mr. ****** has a valid arguement. The November invoices were posted in our billing system on 11/13. They were mailed on 11/14. However, The December invoices were posted on 12/13, but they were not mailed until 12/18. I was told that this was due to a "glitch". Regardless, the Condo Board President and our VP spoke on 12/28/12. It was agreed that the turnaround time for the invoices ****** be increased to 20 days effective with the January 2013 invoices. Furthermore, within the next couple of months, Midway Services ****** be mailing the invoices from Clearwater, FL instead of the third party billing center in Illinois. This account is carrying a credit balance. There is no need to remove a late fee. No late fees have been applied to the property for December invoices. The due date was 12/28/12. It is understood that consideration is being made due to our error. I trust that the steps that we have taken to increase the turnaround in the future and the impending release of invoices from Clearwater, FL ****** help solve this issue. Please let me know if you need anything else. ****** ****** - XXX-XXX-XXXX or *****@midwayservices.com

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

07/03/2012Billing / Collection Issues
Page 1 of 3
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (5 complaints)
03/18/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Failure to correct billing errors

Complaint: Good morning! The company is Midway Services Utilities XXXX XXXth********************* XXXXX-XXXX. XXX-XXX-XXXX. BBB rating is A+, but there have been complaints against the company regarding billing. A letter was sent to the unit owners saying that they are charging the same base rate as Manatee County and it was 'confirmed' by the county. But after checking the Manatee County website and speaking with reps at Manatee, I brought the discrepancies to the attention of*************** and ***********, who are the manager and an account manager at Midway, respectively. I was told that I was wrong, and the billing would remain the same. When I asked who would be keeping the almost four hundred dollars overcharged, they became angry. It is simple. Manatee County charges $11.47 as a base rate for wastewater, and $4.28 as a base rate for water. We have 179 separate units, according to Manatee County -- 177 residential units, 1 for the clubhouse, and one for the pool. Midway is dividing the ****** by 177 instead of 179. The water and sewer base & usage are line items in the budget for our Condo Association, so the base rates for those two meters should be read and the billing for them should be given to the treasurer of the ****************************** There was also a sharp increase in some of the unit owners' overall ******, which has caused concern. My water/sewer usage usually runs around $35 per month. Midway sent me a ****** for $59.45! It's odd that the increases have hit former board members who are not in step with the current board. Part of the error is how they are dividing the ******, and reading too many numbers in regard to my meter. We were told that there would only be a charge of $3.14 per month, but Midway is also asking for a $3.00 'activation fee.' At this point, I am considering not activating their service!
Thank you for your review of this matter.

Business Response
My name is ****** ******. I am the Senior Account manager with Midway Services Utilities. ****** is the account manager for this property. However, in light of this concern, I am responding to the complaint.
Midway Services just took over the Billing for this property. I believe that this property was being invoiced for water internally by the Association's Board. When Midway Services establishes an account, we obtain a recent municipal invoice(s) for all the master meters on the property. This information enables us to obtain the actual/current water/sewer rates from the provider. In most cases, the municipality assesses commercial rates to a property (not residential). So, when residents contact a municipality, they may obtain residential rates and not commercial rates. On this property, there is a water/sewer flat rate charge for EVERY master meter installed on the property. Midway Services adds up the flat rates for all the master meters and divides the cost PER unit. This is necessary so that every unit is invoiced evenly for water/sewer flat rates. Ms. ****** mentions a clubhouse and a pool. Normally, with apartment community invoicing, common water areas are excluded. However, since this is a condominium/townhome community, the flat rates for a pool and clubhouse are shared among all the unit owners. Why? The Association MUST recover the monies spent for water/sewer. If not, the Association would end up charging the owners internally as part of their monthly assessment. Either way, the Association ****** collect any outstanding monies in some fashion. As most know, the Association is not operating as a "for profit" venture, but to recover all costs that pertain to the property.

The municipal rates are as follows: Water Flat: 4.33 and Sewer Flat: 11.60. The water usage rate is on a tier structure. 1.92: 0-4,500 gallons (per 1,000 gallons), 2.40: 4,XXX - XX,000 gallons (per 1,000 gallons), 5.76: 11,001 and above (per 1,000 gallons). The sewer usage rate is 4.24 per 1,000 gallons. Midway's Billing Fee is 3.14. This is our monies for reading the meters, invoicing, processing payments, and providing customer service support. When new accounts are created or accounts are closed, the cost is 10.00. However, Shadybrook Village residents were given a special activation fee of 3.00 to initially open the accounts. This is per the contract between Midway Services and The Shadybrook Village Owners Association.

Midway Services cannot explain the previous billing methods for the property to the residents. In reviewing data, it appears that the residents had been under billed for previous consumption. Midway Services is onsite once a month to read every 10 gallon meter associated with the units. Ms. ****** can meet with the Board at the property to confirm that we have NOT over billed. I'm assuming that the Board can provide total municipal costs as well as Midway Services' total charges to the units. If ANY resident has an issue with their ******, they are encouraged to track their meter reads along with ours. In this manner, they can confirm that our billing is accurate.

In conclusion, Midway Services has explained the process in how the water/sewer rates are composed and charged to the residents. We are reading the meters once a month and billing off of the reads. We are assessing the correct water/sewer rates and invoicing our billing fee and the activation fee per the Contract. This information should give peace of mind to Ms. ******. If you need anything else, please contact me at XXX-XXX-XXXX or *****@midwayservices.com

Consumer Response
Dear *****,
As per our conversation, I have enclosed the ****** sent to me from Midway; the letter from the manager of Shadybrook Village Condo Assn stating that 'a study' was made (not saying who did that study) and that the amount charged was correct; the actual billing statement from Manatee County Utilities Department; the emails exchanged between ****** and me; the 2012 Manatee County Water and Wastewater Monthy Base Charge by Meter Size Chart; the computer screen printout which was sent to Mr ********n response to his request for proof that Manatee County charges for 179 units, not the 177 that Midway used; a copy of Shadybrook's budget which shows that the water & sewer for the clubhouse and the pool are included in the monthly dues of $325 & that these two entities are in addition to the 177 residential units.

Mr******* also has written that the sewer base charge tor the disputed time period is $2053.13. If you compare that with the actual ****** from Manatee County, you ****** see that the county is charging $1992.27,and that would mean that Midway should be charging each unit owner only $11.23---24 cents less than what the county charges and 37 cents less that what Midway billed each unit owner, if you use his way of doing the math!

Midway Services is not calculating our ****** correctly. It is charging at 177 units instead of 179 units.****** and ****** are aware of these errors, and still they ****** not own up to it. And don't get me started on our 'manager' and the board of *********** who should be looking out for our best interests!
Please review these documents and advise.
Thank you, for your cooperation in this mailer.
Sincerely,
****** ******
*******************************XXX

Business Response
Updated Information: Our billing Department contacted the water provider. We had been provided Tier rates for water based upon the water bills that we received AND the information provided by them as well.

According to the provider at the time we setup the account, $1.92 is charged on a tier from 1 gallon to 4,500 gallons (per 1,000 gallons). From 4,500 gallons to 11,000 gallons, the charge is $2.40 per 1,000 gallons.

This morning, we contacted the provider again and was told that DESPITE the fact that there is a tier rate structure, the municipality views the 4,500 gallons AS A WHOLE for the community. In other words, they see 4,500 gallons x179 units. In essence, the tier rate structure doesn't exist. Midway reads the individual meters. So, if the municipality views their 4,500 gallons x179 units, we cannot charge an individual resident that uses over 4,500 gallons at the 2nd tier of $2.40.

As such, we implemented a $1.92 per 1,000 gallons usage rate as the only rate. Ms. ******'s unit is one of only 2 that went over the 4,500 gallons (per the Billing GM). We ****** adjust her account for the overage in water usage invoiced.

Again, it must be pointed out that we were provided and given information ORIGINALLY from the provider. In asking for a "double check" of the rate structure, this new information was provided to us this morning.

To confirm, the water/sewer flat rates DO include the clubhouse/pool area. This is a common billing practice. Since Ms. ****** mentioned that each owner pays for water/sewer monies for the clubhouse/pool area as part of their dues, an e-mail was sent to the property manager at ********** to provide feedback on if we are to remove the flat rate for water/sewer for those areas. I ****** touch base upon a response.

Business Response
I spoke with Mr. ************** - VP of the Board at *********** He informed me that Manatee County invoices the property based upon 177 units. As mentioned before, the flat rates for water/sewer does include the master meter that feeds the clubhouse and pool area. This is NOT to be changed per Mr.********* There is a maintenance fee that each owner is expected to pay. Mr. ******* informed me that Ms. ****** hasn't paid the maintenance dues since last May. The maintenance fee does NOT cover water usage for the pool. The Association does have reserves built in for the pool area consumption.
Mr. ******* did state that for the past couple of years, the property owners as a whole had been UNDERBILLED for water/sewer consumption. As previously noted, this account was adjusted due to the adjustment in the tier rate. The January invoice was corrected to $61.45 and the February invoice was corrected to $61.88. The total amount due is: $123.33. With this information, we should have closure on this complaint.

Consumer Response
I am in receipt of the additional 3/13/13 business rebuttal to customer. Mr ******* is mistaken in saying that Manatee County only charges our association for 177 units, and Midway should have corrected him. Mr ******* is mistaken when he says that the maintenance fee does not cover water usage for the pool, and Midway should have corrected him. Mr ******* is also mistaken regarding the reserves covering water consumption for the pool. I ****** mail a copy of the 2013 Budget Reserves list which shows that the only pool item covered by the reserves is the Marcite.Mr *******' inclusion of my dispute with the association is irrelevant. It would be like me inserting that I know he is personally being sued for fraud. While it is public knowledge, it is not germaine to this situation. Are the other condo associations aware of Midway's actions in regard to adding their clubhouse/pool area water/sewer base rates to their individual bills as Midway has said that it is their common practice? This is disturbing. I am asking that Midway be held accountable.Thank you, ****** ******

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

01/03/2013Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Improper collection practices

Complaint: Midway Serices has told me they would make a Adjustment on my water ****** and ****** not, as told to me over the phone.
First off I have own my condo in clearwater, for 12 years and my unit complex has billing for water, Know We had southeast Billing Assoc, read the meters and in mid June, Midway Services toke over for payment, I was in stevens point, wi at the time and Just got ****** out of the blue, that Midway Services toke over the water reading for my complex. The new water ****** was hard to read and they was not sending the water ****** to ********************** but out of state, I never ask for them to send the ****** to that out of state address and have no idea where they got my info. But becouse of this, My sister who was staying in my unit, was still paying Southeast Billing Assoc. And never know of this change. Also we was getting charge about $50.00 month on the other southest billing assoc, and when they toke over,OMG the fees jump up, $10.00 late fee, $3.00 fee, high water charge and swer charge. and other fees, I called them to ask whats going on and got ***** who told me I should not tell *** at oak brook village office, and that ***** at Midway services ****** send a " Adjustment" to her manger to fix the 2 months that my sister was not even using the condo, Midway Services told me that if I sent a copy of report of the billing change and errors that they would take of the 2 months of high water use, So I had Southeast billing assoc send a letter to *****@midwayservice.com and when ***** got it, she called and said, there not going to do any thing, that its a toilet problem, I pay taxs in clearwater, I own my unit, Im have been treated unfaily and they lied to me. Midway Serices never called me or sent a letter of high water use or called condo complex, My unit is 420 sq and $40.00 month would be on its high side, not $300.00 month. what upsets me the most is that they told me that a "adjustment" would be made. I sent a letter in with payment and the billing error is there fault as well. ct letter, XXXX-XXXX-XXXX-XXXX-XXXX and payment money order XXXXXXXXX for $35.00. No one would call me and I had to send more emails in. its been just a problem with them.

Business Response
I can provide some information on this account. Mr. ************** (Customer Service Manager) responded to Mr. ****** via e-mail. He addressed the owner's issues.
With this complaint, it is important to state important information. This is a privately owned condo. The property maintenance is not responsible for any plumbing issues. I spoke with ***** **** (PM) at the property. She confirmed that Mr. ****** is responsible for his unit (incl plumbing issues) and there was an issue in the unit (toilet flapper). A defective flapper can waste as much as 40K-50K in water per month. Consumption in this unit jumped from 130 gallons, to 4K, then, 13.4K, and 19.2K. From 10/30 - 11/27/12, the consumption dropped down to 1.7K. So, the toilet flapper issue was corrected.
Before Midway took over the billing, an Introduction letter was mailed to all residents. We ask property management for ANY owner forward addresses before initial billing of a new property. Why? We want folks to be informed of the impending vendor change. This is the reason why the owner was receiving the monthly invoices.
FYI - Neither ****** nor any CSR at Midway is authorized to adjust an account. Management can (and does) adjust an account if there was a billing error or if there was a leak AND the property approved an adjustment. Since there was NO billng error, no adjustment is to be made on water/sewer consumption. As stated, as a condo unit, the property office is under no obligation to approve an adjustment. However, in light of the situation, we ****** grant $50 in late fee removals and $9 in Demand Notice fees to be adjusted off. Ms. **** at the property confirmed that the owner has 90 days to remit payment on the remaining balance. This was as of 11/14/12. The balance as of today is $715.52.
I trust that this information ****** provide enough inside. In conclusion, Midway did not make any errors in billing. We invoiced for accurate consumption. Mr. ******** responded to the owner. Midway adjusted off $59 in late fee/demand notice fees. If you need anything else, please contact me at *****@midwayservices.com.

Consumer Response
I have no idea why Midway Services utilites is calling ***** **** at oak brook village when Midway Services should be calling me. There is 276 units owned by ************* and there is 20 units owned my other people in the condo complex called oakbrook village, Know this steve guy has been trying to buy my unit for years and If this ***** **** is telling Midway Services to not make this Adjustment and to send the water ****** in to collections so there can be a lein on my condo, to benefit the other condo onwer,My contract is with Midway Services to meter my condo and to send me ****** ****** a ****** each month then Midway Services pays clearwater water dept. Midway Services can charge a fee to meter each month, Thats why the water ****** is in my name and not oak brook village or this propery manger ***** ****, ***** **** is propery manger for ************* who owns 276 units. I had a talk to ***** and she told me that the water ****** is with me and Midway Services only. Does Midway Services have the condo rules of oakbrook village?for each unit owner of water metering. Midway Services just broke the law just calling to talk about my water account with ***** **** she is not on my water ******. and Im the owner of my unit and has been for 12 years, I want Midway Services to take off the billing error and late fees and call me to say there sorry, and take off 2 months witch is $600.00, I also want BBB to keep a close eye on Midway Services billing to oakbrook village.

Consumer Response
I would like to add this on 12/26/12 Midway Services charge me $10.00 late fee,and also have removed my online Username and password,I'm unable to see my online ******.

Business Response
Midway Services HAS NOT billed in error. Mr. ****** is the owner of the unit and therefore RESPONSIBLE for any and all water consumption in the unit. Mr. ****** stated that we pay the Clearwater Water Department? This is WRONG. Oakbrook Village pays the actual water provider for ALL the water consumed on the property. We do not receive the municipal water invoices. Midway Services reads each unit meter individually and invoices each unit for their water consumption. The municipal provider reads THEIR MASTER meters. We contacted Ms. **** to verify if she desired that we grant a credit to Mr. ******' account as a CONSIDERATION. She stated "No" and the property is in the right for stating that the owner is responsible for their consumption and billing (whether High or Low). Midway Services has NOT broken the law in regards to billing and invoicing an owner for their consumption. Point blank, the owner is trying to avert paying a very high ****** that he is responsible for. There is to be NO adjustment on water/sewer monies invoiced. In fact, Midway was VERY considerate in removing $59 in late fee and Demand fee monies. The property is also in the right should they pursue Collections on Mr. ****** as the monies owed for water/sewer consumption belong to the property not Midway Services. We simply provide the Billing Service to the property.

Business Response
Mr. ****** was charged a late fee on 12/26/12 due to his outstanding balance. This is a common business practice for any company. Midway doesn't change username and passwords on accounts without permission. He can contact our customer service department so that we can provide his username and generate a password. The system doesn't allow anyone to see what the password is. We can gladly re-type a password so that he can view his account online.

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

10/05/2012Billing / Collection Issues
09/27/2011Billing / Collection Issues
05/18/2011Billing / Collection Issues

Additional Information

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BBB file opened: 07/15/2010Business started: 01/01/1995
Licensing

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Occupational License/Pinellas Park
PO Box 1100
Pinellas Park, FL33780-1100
(727) 541-0752

BBB records show a license number of 152802 for this company, issued by Occupational License/Pinellas Park.

Type: City Business Tax Receipt

Type of Entity

Corporation

Incorporated: December 2008, FL

Contact Information
Principal: Ms. Karen Gan (Executive Administrative)Customer Contact: Mr. James Anderson (Senior Account Manager)Mr. William J. Wolf (President)Ms. Gail Wolf (Secretary)
Business Category

Billing Companies, Meters Suppliers

Products & Services

This company offers billing, collection, installation, and monitoring services of submeters for water utility companies nationwide.

Industry Tips
Medical Billing Opportunities

Map & Directions

Map & Directions

Address for Midway Services Utilities, Inc.

4677 118th Ave N

Clearwater, FL 33762-4444

To | From

LocationsX

1 Locations

  • 4677 118th Ave N 

    Clearwater, FL 33762-4444(727) 573-9500
    (888) 696-3837

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Additional Phone Numbers

  • (888) 696-3837
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Medical Billing Opportunities
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