Complaints

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

• Initial Complaint

  Date:02/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Long story short: We moved into our townhome in ****** in July 2023. We have not received a paper bill, or access to a WORKING online portal, since we have moved in, and have therefore, not been able to pay our water utility bill. This company will not accept payment over the phone.We are renters. Our property owners have been out of the country for 6 months. They came back in Dec. to a notice from Utility Submetering Systems that our property's water bill had not been paid since July (since we moved in). The owners got in contact with us and let us know what was going on. We have called and spoken directly with the representatives at Utility Submetering Systems 5 TIMES since January 2023. First, we tried to figure out why our home is not getting any bills for 6 months?? But we have never been given a clear answer. We asked if we could pay the bill over the phone. They said no, we have to wait until we receive the bills in the mail or use their online portal (however, we need the first bill to access this). It is almost one month later (Feb. 19). We called them again today to follow up on the bill and they claimed that another company mails their bills for them and they are having difficulty in the ****** area...and mail isn't being delivered correctly? Our bill is now more than $300 and getting bigger, with no option to pay in sight. In the meantime, we are concerned our water utility will eventually be shut off and the extreme high cost we will eventually have to pay when this company is finally able to get us a bill. We don't understand why they are being so elusive about our billing, as we have gotten different stories each time we talk to them. Included is snapshot from email correspondence with Utility Submetering Systems regarding the mail issue. We just want a paper bill so we can finally pay these bills and be done with this!

  Business Response

  Date: 07/30/2024

  On 02/27/2024 we received notification from the BBB of a complaint for the above service address from the tenant. The request was worked on 02/27/2024. The complaint was regarding the customer not receiving their monthly statement in the mail. When looking at the account, it had been set up for electronic billing and the bills were being sent to an email address. We explained to the customer that this is not something that we could have set up on our end and that it was done on our website at some point by the customer. The account removed from electronic billing on our end and a customer satisfaction credit of $50.00 was given to the customer and applied to their bill. Prior to 02/27/2024, we provided the past 6 months of bills to the homeowner at their request on 01/17/2024 which were then forwarded to the tenant.

• Initial Complaint

  Date:05/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continuing to recieve bills after the company was notified that we vacated the property we lived in located at **************************************************************.

  Business Response

  Date: 05/23/2023

   

  We awere notified that ************************* would be vacating property located @ ************************************** on 3/31/23. This customer was set up for electrcnic billing and the April 17, 2023 bill would be his final bill.

  Payment was received 4/21/23 closmg the account & out of ******************** name & back into homeowners name.

  All ****************************** has been removed.

  Due to the customer being on the electrcnic billing the may invoice was sent in error to ****************, he was responisbile to remove his email from the elelctroninc billing.