ComplaintsforThink Utility Services, Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 2023, ThinkUtility Services charged me $1273.06 for my water and sewage bill. The ludicrous bill was stated to be a "catch-up" fee in order for Think to recoup any months I underpaid for my water / sewage over a 9mo period (APR 2023-DEC2023) in which they claimed that my water meter was working improperly.When I called to inquire as to this bill, Think claimed there was nothing they could do regarding the bill unless I was able to provide photo evidence that the reading on the meter was other than what they claimed that it was. I was able to secure a photograph, however the meter read what my bill for DEC 2023 claimed, which was that over 9 months I had used almost *****(!) gallons of water. For reference, in the time that I have been residing at ***************************, there was a 9mo period during which the meter was "working properly." At the end of those 9 mo (AUG 2022-MAR2023) I had used 1959 gallons of water, according to the last accurate reading in MAR 2023. Therefore, ThinkUtillity has implied, over both phone conversation and through my DEC 2023 bill that I, a 28yo single male in a 1000sqft condo, have used almost ***** gallons of water between the time of APR 2023 and DEC 2023. Mathmatically, it would be the equivalent of using enough water to fill the pool at my condo association. Which is even more improbable considering that, during the 9mo the water reader was working, I only used 1/7th of this number. In addition, not only were the bills for all 9mo of "improper" reading normal (`$35/mo), my bills for JAN 2024 and FEB 2024 were both $35, and can be proven via my monthly statements. Not only that, but the reader itself corroborates that my usage has not changed, as the months of JAN and FEB I have used just under 200 gals of water per month (~400 gals for the year of 2024 so far). Which would again mean, that at this rate (200x12=2400) I would use roughly 2400 gallons total this year! NOT *****!

  

  Business response

  03/15/2024

  To whom it may concern,
  
  My name is *************************, and I am the Account Manager for the property **** at Pinecrest. Im responding to the complaint.
  
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. Fairfax provides the water to the entire property. They read their master meter and invoice the Association for all the water consumed from the master meter. TUS is contracted with the **** at ********************* to provide the service of reading each unit sub-meter,invoicing the residents, collecting payments, and remitting water/sewer monies back to the Association. The billing of water to the residents is a cost recovery program for the property.
  
  TUS does not own the components that make up the submetering system. **** at Pinecrest has the Hexagram system. Every condominium unit is equipped with a Neptune T10 Water Meter and a Meter Transmitter Unit (***). The *** records the water that runs through the meter. The usage counts are sent via the transmitter to the Data Collection Unit (***) located at the property Pool House. TUS dials into the *** to obtain the meter reads for billing purposes.
  
  In April 2023, the onsite *** stopped functioning. As a result,*** was unable to dial into the system to obtain the meter reads.  In December 2023, the *** was repaired.During the down period (4/30/23 11/30/23) the account was estimated for water/sewer usage, based on the usage from the account history. Once the *** issue was corrected, the usage data that had accumulated was retrieved. This resulted in a catch-up bill for the consumption that had not been billed for during that time.
  
  Attached please find the consumption report. This report lists all meter read dates and the meter readings associated with those dates. The meter reading on 3/30/23 was 2075. The meter reading on 12/30/23 was *****. To calculate usage, subtract the end read from the beginning read and multiply x10 (the *** records usage in 10-gallon increments). The usage is ******* gallons. As you can see, there was a lot of consumption. The immediate assumption is that this unit may have experienced some type of leak. Please note that *** is simply the billing company. We receive the reads and invoice accordingly.How the consumption occurred is something that we cannot explain.
  
  On March 6th, 2024, ********************** provided the attached meter reading picture. The file info shows that this picture was taken on February 15, 2024. The meter reading was *********. The meter records usage to the 10th of a gallon when visually reading the meter. On the meter face there are 8 dials. The last dial to the right, after the decimal, represents x.01 (10th of a gallon). The second digit to the left of the decimal represents x1 (1 gallon), third digit represents x10 (10 gallon) and so forth.To come up with the usage, drop the last digit which in this case is 1 (10th of a gallon). The remaining numbers represent the total gallons consumed since the meter was installed (******* gallons). The *** records the meter reads to the 10-gallon dial. The *** meter read from 12/30/23 was *****, 1/30/24: ***** and 2/29/24: *****. As you can see, the meter reads are consistent with the visual meter reading. The meter has been evaluated. The meter reading provided by the Owner confirms that the water was consumed.

  
  We indeed empathize with **********************. However, as stated, the water and sewer money are paid by the Association to the city. We are the necessary middleman and not in any position to credit an account when, from everything that we can see, the water was actually consumed. It is important to note that if *** committed a billing or reading error, we will do whatever we can to correct that situation, when given proof in connection with the issue. 
  Sincerely, 

  Customer response

  03/20/2024

   
  Complaint: 21395183
  
  I am rejecting this response because:
  

  With all due respect, this bill is neither fair nor understandable.

   

  The response from ThinkUtility Service (TUS) addressed almost nothing, and instead restated the situation yet again.  I am acutely aware that the water meter is now "working properly."  My primary issues and concerns are that:

  a) We were not directly informed these meters were down and can corroborate this with other tenants on the Pinecrest property.

  b) As has been highlighted by TUS' reps repeatedly, all the water for the 6 units on the right-side of 4561 *********** ** flows through the master meter.  Not a single other tenant received exorbitant increases to water bill.  Can also corroborate.

  c) ****** gallons of water over 9 months is not a "leak."  It's a disaster. There would be water pouring from my faucets, through the walls, pipes would be burst. There is no such leaks or water flow anywhere within my property, and I have not had any service done to any plumbing on my property.  Using what TUS / FFC has supplied as to the layout of these water meters, if there was a spill it would be exclusive to me (confined within the pipes in my condo).

  d) If there was a leak over those 9 months exclusive to my property, and if I have not had any repair service, logically there would still be a leak.  This would mean that my water bill for both JAN and FEB 2024 (which were roughly $30, supplied above) would be well above $30.  Doing some quick math:

  [(****** / 9) = ~1,300 gallons per month] over the period in question.  Would indicate massive leak.

  [(13849 gal - ***** gal) = 191 gals] used month of January 2024 in which the meters have been repaired. The values are the End and Start readings provided in TUS' consumption report here.  We'll round up to 200 gals to be safe. 

  [$8.30] - Cost of water for JAN 2024, per my monthly TUS bill

  [$8.30/200 = $0.0415 =~ $0.05 / gal] - cost of a gallon of water in JAN.  5 cents, rounded up.

  [$.05 * 1300 = $65.00] - expected cost for ONLY water in **** were there a leak on my property consistent with the consumption rate estimated over the months of APR - DEC 2023.  This DOES NOT include sewage, which is typically 2-3x the cost of water.

   

  I understand that TUS does not own the meter.  I do not need that reiterated for another time.  What I fail to understand is how TUS' readings are inconsistent at best, and fraudulent at worst.

  I will be having a professional plumber out to my property to confirm my suspicion of there being zero leaks on-site.  I will supply this report to both the BBB and TUS, for their situational awareness.

  I will state this plainly.  Either in the technicians under TUS' employ took an incorrect reading of the water meter upon taking up residency (AUG 2022), or when "repaired", the meter was tampered with.

   

  I request the following from ThinkUtility:

  1. A full, documented record of each monthly reading of the meter at 4561 *********** ** taken by their technicians from AUG 2022 until FEB 2024.

  2. A full, documented record of the repair performed by their technicians in DEC 2023 on every meter throughout the **** at Pinecrest property, as they claim they were all down.

  3. Request that they send their own contracted certified plumber to my home on a date selected by me to evaluate the plumbing for any leaks as a professional courtesy, free of charge.

   

  In the interim, I will be working with the Pinecrest property manager to obtain the true property water usage from Fairfax County to compare to the reports from TUS.

  I am open to negotiating the cost of this down to pay the difference between a monthly average of my full residency and my estimated bills, or some more reasonable charge that Think and myself can come to an agreement on.  I will not, however, be paying the $1300 bill, unless the plumbing professionals confirm there was (and still is) a massive leak on my property.

  If anything above seems unreasonable to Think Utility, I will be moving to take legal action against what I believe are fraudulent charges. 

   

  Very Respectfully,
  

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

  

  Business response

  04/02/2024

  As previously stated, the individual unit meters have been functioning accurately. The issue at hand had been the system network. The system network provides the entire property readings of said meters. In April 2023, the onsite *** stopped functioning. As a result,*** was unable to dial into the system to obtain the meter reads.  In December, 2023, the *** was repaired.  
  To the best of our knowledge,there is only one master water mater for the entire community. There are no individual building master meters. Fairfax provides the water onsite for all units within the community. There is no direct relationship between individual unit meters at just the one building. The entire property was affected by the system network being down.
  Please be advised that ***************** national average is approximately between ***** ***** gallons per service period, per person.  A high usage cause, such as running toilet, can waste over ****** gallons in a month. This information can be found online.
  The meter reading on 3/30/23 was 2075.The meter reading on 12/30/23 was *****. To calculate usage, subtract the end read from the beginning read and multiply x10 (the *** records usage in 10-gallon increments). The usage is ******* gallons. As you can see, there was a lot of consumption. The immediate presumption is that this unit may have experienced some type of leak. A running toilet can waste 1,000s of gallons in a month. Please note that TUS is solely the billing company. We receive the reads and invoice accordingly. How the consumption occurred is something that we cannot explain. 
  As mentioned in the earlier response, the meter readings for each of the requested dates are not available,as the entire system network was down during the corresponding timeframe. This units meter reading usage before and after the system network incident were taken into account to determine how much water had truly been used during the down time.
  There were no individual meter repairs necessary, or done, in December 2023. The reason for the end of year visit was to repair the single piece of equipment that provides the entire property individual unit meter readings. The network reader itself was not operating,thus the readings for all individual unit meters were not able to be obtained. It should be noted that not every unit had been found to have significant usage differences once the network was able to be accessed for true readings. *********************** confirmed readings did show a marked usage difference between what had been estimated on the interim invoices and what the true meter readings before and after the down time showed.
  On April 1st, 2024, a TUS technician visited the property and met with **********************. The purpose of this visit was to confirm our initial findings and to test the water meter. ********************** was present during the meter evaluation. The water meter calibration showed no signs of malfunction. All records indicate that the water was consumed during the period in question.
  Due to the verification of the research, as well as the meter test, *** feels confident that the findings are accurate. If ********************** is seeking account adjustment, he will need to present his case to the Association.
  In conclusion, Think Utility Services feels that we had taken the necessary steps to research the account, as well as provided the complimentary meter inspection. 

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will be working with my HOA and other representatives to correct this error in billing.  I appreciate TUS' technician travelling as far as he did to confirm the meters and corroborate the assessment performed on my unit's plumbing to confirm no existing issues.

  
  Sincerely,
  
  ***********************************

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will be working with my HOA and other representatives to correct this error in billing.  I appreciate TUS' technician travelling as far as he did to confirm the meters and corroborate the assessment performed on my unit's plumbing to confirm no existing issues.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Billing practices of the company erratic and u expected. Received multiple bills in month of January for October and December. **** created 01/19 , sent from **********, received on 01/29. Bill is due 02/03 or the extra fee is assessed. Previously received bill on 01/20 that was due 01/27. Sent bill 01/22 and as of 01/29 that bill is still not received or processed by the company. In December we received November bill

  

  Business response

  02/05/2024

  To Whom it May ********

  Think Utility Services (TUS) is a billing company, not the actual water Utility provider.  The local municipality provides the water to the entire property.  They read the communitys master meters and invoice the property owner for all of the water consumption registered from the master meters.  TUS is contracted with the ************ at ****************************** to provide the service of reading each unit sub-meter, invoicing the Residents, collecting payments, and remitting water/sewer collections back to the Association.  The billing to the Residents is a cost recovery program for the Association. 

  Billing for water utilities is customarily done "in arrears", meaning that the water must be consumed the month before it can be invoiced for that service period. TUS began service for this new property with an initial open date for all accounts effective as of 9/26/23.  However, the start of the billing began in December, with initial invoices posted for all Residents on 12/12/23. The first invoice covered a service period of 11/02/23 11/29/23.  The second, posted 1/12/24, covered service for 11/30/23 12/29/23. 

  In *******, ****, TUS was instructed by the Association to invoice back to the actual 9/26/23 open date of the accounts for the water consumed by the Residents from 9/26/23 11/01/23.  This second billing in ******* was a decision made in order to recover the water/sewer costs that had been charged to the property by the Utility provider, prior to the first invoiced service period, 11/02/23 11/29/23.  The billing of the water/sewer charges to the Residents is structured so that the property is recovering their costs.

  Turnaround time, from the invoice post date to the due date, is determined through the contractual agreement between TUS and the property.  The customary turnaround time for billing services is 15 ****************************************************************************************** a timely fashion for them to pay the Utility providers charges for the entire property.  The turnaround time for this property was initially at 15 days, but was recently extended to 20.  This goes into effect as of the next invoice posting in February. 

  TUS contracts with a US ************** tracking service in order to track the mailed invoices.  It appears the first two invoices for this account,mailed 12/12/23 and 1/12/24, went through regular **** channels in *******, to being delivered to their intended address.  However, the third tracked invoice appears to have gone through perhaps what *** be a forwarding order with the ****, through a ************ State, then to the intended address in *******.  That *** have been what caused a delay in delivery for this invoice to the intended address.  If there is a forwarding order in place with the ****,mail delivery will take longer.  

  It appears that Mr. and *************** have recently signed up for the paperless billing option, which will provide the pertinent invoice information on the same date it is posted.  This free option has been suggested to Residents who contact TUS regarding the turnaround time, as specified through the Contract, being restrictive to making the payment before the due date.  

  All 3 payments for the account have been received on time, for each of the 3 invoices that were mailed to the Goughs.  There have been no Late Fees posted to the account.  The account is at a $0.00 balance at this time. 

  Now that the Goughs have signed up for Ebill, the invoice information will be available to them immediately via an emailed alert on the date it is posted.  This, along with the extended turnaround time, will hopefully allow for peace of mind regarding receipt of on-time payment.  TUS does not anticipate being advised of any future decisions to back-bill the Residents of this property, as they have been invoiced for all of the service periods that the accounts have been open. 

  I hope that this information is helpful.  However, if they do have additional questions or concerns regarding the issue of postal delivery or the invoicing, the Goughs can feel free to contact **************** at #************.  They are available to take calls Monday through Friday, from 8:00am 5:00pm.  Alternatively, there is an online website option for **************** requests at ******************************.     

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is about Think Utility Services - A submetering water/sewer company. I've repeatly had issues with their billing system and they continue to grossly overcharge me for water/sewer. The number that they keep reflecting in my bill is WAY over the amount of actual water I have used. They claim that their equipment is defective and that they need to replace it, but they keep trying to charge me based on the defective equipment. My meter has the accurate reading, and yet their billing department is charging me TWO TIMES the amount. This is just so unacceptable and so frustrating. I would like a pause on them billing me until they can get an accurate reading of my meter. They could come check my meter every month until they can confirm that they have an accurate reading but I will NOT pay twice the amount than what I'm actually using. I've tried contacting them but they either don't respond or respond sparingly. Additionally, even though one of their departments says one thing, the other department is threatening to send me to collections? I don't think it's fair that I would have to pay for something that I haven't used!!!!!! Truly an unacceptable business practice.

  

  Business response

  01/23/2024

  To whom it may concern,
  Think Utility Services (TUS) is a billing company, we are not the actual provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the Association for all the water consumed from the master meters.  TUS is contracted with the Golfview II ************************ to provide the service of reading each unit sub-meter, invoicing the residents,collecting payments, and remitting water/sewer collections back to the Association. 
  Golfview II ************************ contracted Think Utility Services for the purpose of installing new water meters and transmitters in each condo. TUS does not own the components that constitute the submetering system. The equipment is owned by either the condominium Association or the individual homeowners, as specified in the condominium documents. The submetering system for this unit was installed on July 28th, 2023.
  On January 11th, ****, TUS Customer ******************** Manager submitted a meter reading picture that ****************** provided to the ****************** for review. The meter picture was dated January 6th, ****. The meter reading was ****. The water meter installed is a 10-gallon meter. The usage on the meter was ****** gallons. On January 18th, 2014, the ****************** revised the invoices to reflect the correct usage based upon the meter reading picture that was provided.
  On January 10th, ****, a Think Utility technician visited the home to test the meter equipment. He found that the meter read switch was faulty. Therefore, he replaced the water meter.Moving forward, ****************** should not experience any more issues with the meter. For the records, attached is the balance ledger showing the adjustments and the current balance due.
  Should ****************** have any other questions or request, she can contact me directly at ************ or by email at ***********************************
  Sincerely, 

  Customer response

  01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Based upon my experience with *********************** ************ **** (Villas), it appears that Think Utility Services, Inc. (***), is a part of a co-conspiracy with the *** to financially exploit ******* Senior Citizens with excessive fees, ****************** ($25 late charge), padding residential water bills via deceptive billing practices with an intent to inflect emotional & financial distress on residents in the community. BACKGROUND: I purchased my condo in Dec. 2022. Following a brief stay in early Jan. 2023, I moved across country into my condo, in April 2023. MOST RECENT INCIDENT: On Jan. 2, ****, I phoned *** to pay my bill, as I have not received a bill since Oct. 2023. I asked her (*** phone rep) to send me the ********* 2023 bills. I paid the bills BLINDLY, via the *** phone rep.On Jan. 9, ****, exactly one week later, I called *** to inform them that I was in receipt of their backdated letter dated Dec. 27, 2023. The key points in the letter references a late payment notice & a lease agreement with my *** (*********************** ************ ****). The text of this said late notice says, Sincerely, *******************. THERE IS NO LEASE AGREMENT; I own my condo. Moreover, I cannot pay a bill that *** refuses to send. On Jan. 9, ****, I asked for the monthly bills (********* 2023 & Jan ****). Also, I paid the Jan. **** bill, BLINDLY, to avoid the $25 late fee on my $20 water/sewer bill.While the phone convenience charge of $4.95 is excessive (more than similar services), it doesnt compare to the planned upcharge of $25 late fees to customers on bills that are not sent. Explain: WHO GETS THE $25 fee? ***? The ***? Or a *** BOD member?Evidence from my research reveals, *** has a record of engaging in the financial exploitation of seniors (like me), with residential communities, like Brookdale Senior Living,

  

  Business response

  01/29/2024

  To whom it may concern,
  
  My name is *************************, and I am the Account Manager for the property Villas Condominium.  I have read the complaint, and I personally looked into this matter.  To advise, Think Utility Services (TUS) is a billing company, we are not the actual water provider. TUS is contracted with *********************** ****************** to provide the service of reading each unit sub-meter, invoicing the residents, collecting payments, and remitting water/sewer monies back to the property Association.  The billing of water to the residents is a cost recovery program.
  
  In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 20 days. The timeframe is necessary in order to keep the water services for the entire property current.  All resident invoices for the property mail on the same day each month. The December 2023 invoice mailed on 12/4/23 and the due date was on 12/24/23. The January **** invoice mailed on 1/5/24 and the due date was on 1/25/24. Please note, we have received returned mail.
  
  As a **************** Think Utility mails invoices every day. Holding onto invoices or refusing to mail invoices in order to assess late fees would be an abhorrent business practice and is ILLEGAL. To advise, late fees apply to an account in the event of the following: partial payment, late payment, no payment. The late notice states lease agreement is by the reasons of the Association allowing renters to receive the invoices.  The Late Fee is charged as per the contract between Think Utility Services and *********************** Association, Inc.
  
  Given the fact that it may take a few days for the invoice to arrive at the door via the ***** TUS provides e-bills and online access for all residents. Our recommendation would be to setup the **bill option.  The **bill option will alert you that your bill has been generated and is ready to be viewed on your email. This way, you can go online immediately or within a few days to view your bill and then make payment arrangements.
  
  For your information, Think Utility provides a website with 24/7 access.  To setup your account online, go to www.ThinkUtilityServices.com and enter the security code listed on your invoice.  Once a username and password is created, your account is setup. You can view the invoices and even make payments on-line (online payments using our website carries a convenience fee.)  Additionally,**Bill notification is available online. Also, a resident can contact the *************************** between the hours of 8:00am 5:00pm Monday -Friday (ETS.) to obtain the balance due.
  
  Lastly, to advise, Think Utility will ***** one late fee removal as courtesy for good payment history.  The $25.00 late fee that was assessed to the account on 12/27/23 has been waived. For the records, attached is the balance ledger. As of 1/26/24, ******************** has a ($25.00) credit on the account.
  
  I hope that these efforts will satisfy the complaint and bring peace of mind to *********************Should ******************** have any other questions or request, she can contact me directly at ************ or by email at **********************************
  
  Sincerely, 

   

  Customer response

  02/06/2024

   
  Complaint: 21159829
  
  I am rejecting this response...

  My Reply:  While I am in receipt of a Think Utility Services, Inc. (TUS)response to my 01/17/24 complaint of my most recent TUS issues, their answer is lacking, fails to resolve my issues & suspect. I reserve the right to amend/supplement my 1st reply following review of a more substantive TUS answer. (NOTE:Not interested in E-billing.  I check email upon notification from sender.)
  

  Unresolved issues from my complaint:

  #1. I want paper water/sewer bills mailed to me, TIMELY, as TECO does w/my electric bill (every single month, with NO ISSUES). Placing blame on **** is gibberish. It is disingenuous.I send & receive mail/packages across the country, within days via ****.TUS expects one to believe it takes weeks to get a bill across **** miles (miles from my home to TUS office door) via standard mail. Nonsense.
  #2. My 4th request: Provide my Nov & Dec 2023 monthly statements/invoices. These bills were paid blindly on Jan. 3, ****; invoices were requested in the same call to TUS. (NOTE:  Jan. **** monthly invoice arrived after my Blind payment on 01/09/24.)
  #3. Who receives the $25 late fee? TUS? HOA? HOA-BOD member?
  #4. I want to pay my bill direct & avoid 3rd party middle-man. While I understand the benefits of sub-metering, research reveals predatory billing practices within this industry.

  Per issues raised by TUS response, provide: (1)my account ledger stated in the response yet not provided, (2) the contract between TUS & *********************** ****** **** yet not provided (I am a unit owner w/rights to copies of this official record, per ******* statute), and (3) details of returned mail.

  
  Finally, TUS Account Manager, *************************, raises a matter of grave concern, involving my personal mail.  What mail was returned to TUS? Provide all details of items returned (date, items mailed, copies of enclosures w/envelopes) as this signals mail fraud, to be addressed elsewhere.

  
  Again, I reserve the right to update upon further TUS answer(s).
  
  Sincerely,
  
  ***********************************

  

  Business response

  02/08/2024

  We are very sorry that ******************** felt that TUS answers were without merit. We truly want to help her. We understand that ******************** opted out from receiving an Ebill. However, TUS also provides a website for residents to view their accounts.  Residents are able to check their balances, print out invoices, and even make online payments (if they desire). The invoices for the property normally mail between the 3rd and 5th of each month. If ******************** does not receive the invoice in a timely manner she can go online to www.thinkutilityservices.com to obtain the invoice, or call the *************************** at ************ to receive the balance information, as well as request a copy of the bill.
  *** was not trying to place blame on the ***** We are stating facts. The billing address that is listed on the account is an address located in ******, **. This address was obtained through receipt of the Settlement Statement, which was provided after the purchase closing, in order to open Ms. ********* account. Are the invoices being mailed to correct place?If not, ******************** should provide a preferred billing address. If she will send an email with the billing address, I will make sure that the ****************** updates her billing address accordingly. Furthermore, to ensure delivery when TUS invoices are being mailed via ***** all invoice envelopes have bar code tracking.  Attached is the tracking information for the November 2023 and December 2023 invoices. Should ******************** ever need additional documentation to confirm the mailing, we can provide that information upon request. Attached are the invoices from November 2023, December 2023, and the detailed balance ledger.
  Per the Billing Agreement between Think Utility Services and ******************************* the Late Fee charge is spilt between the two entities. TUS receives $12.00 of the fee when collected from the delinquent party. The Association receives $13.00 of the fee, also received when collected from the delinquent party.
  The municipality installed master meters on the property, and not individual submeters. For this reason, *********************** contracted with TUS to provide third party submetering services. This is a common practice in a large number of condominium/ townhomes/ villas communities.  
  Lastly, the contract is between *********************** and Think Utility Services. The contract is a private document between the two entities. As the homeowner, ******************** is welcome to contact her Association and request a copy of the Agreement. They may assist her with this request. The returned mailed occurred on 8/18/23. Given that TUS mails invoices to ****s of units each month, we do not save the Returned mail envelopes.The residents account is simply noted. The note on Ms. ********* account from the ****************** reads Returned mail ****** ** 60031-5231-insufficient address unable to forward. Again, if this is not the correct mailing address,she can email me the correct address and her account will be updated accordingly. 

  Customer response

  02/28/2024

   
  Complaint: 21159829
  
  I am rejecting this response because: 2/26/2024: 2nd Complaint: The 2nd Think Utilities Services, **** (***) response to my 1st complaint prompted this 2nd complaint. *** 2nd response (per BBB 2/2024) to my 1st complaint raises serious concerns & failed to include the contract. Account History: #1. Following the Dec. 2022 closing of my Villas condo, I contacted *** to set-up service. Bills were to be sent to my ******** residence, until further notice (move/arrival in *******). Note: I was not asked to forward closing documents to set up the *** account. #2. Following my move to ***** (April 2023), I notified *** to update my account with address change: bills to be mailed to the service residence/my new residence. #3. From Jun-Oct 2023, *** mailed my monthly bill to new (unchanged) residential address. #4. In what appears to be willful tampering with my mail with the intent to deceive, *** obstructed the delivery of my Dec. 2023 statement (addressed/sent to my former **-residential address). #5. On Dec. 27, 2023, *** generated a DELINQUENCY NOTICE, erroneously referenced a "LEASE AGREEMENT", inflated the bill (late fees), "FOUND ME" at my residence in ***** & mailed it to my *****, ** home, #6. To date: *** & Feb 2024 statements, correctly, sent to my *****, ** home. *Simple Request to a "3rd-Party-BILLING COMPANY": (a) My address of record remains unchanged: in *****, *******. Send my monthly water/sewer bill to my ***** address: YOU claim to have my closing statement. (b) *** evidenced sending my mail to an address that I had informed ***, (Spring 2023), was NO LONGER my mailing address or connected to me. Stop deliberately sending correspondence, directed to me, to incorrect &/or former addresses. (c) Source the disclosure of my closing statement & return my private records with personal data. In closing, *** (not ***** deliberately picked the faulty (former) address & obstructed the delivery of my mail for alleged financial gain (late fees) to *** & ************************************************************************************

  

  Business response

  03/06/2024

  In regard to Ms. ********* refutation of TUS reply to the original complaint regarding account set up for the water submetering and billing services, please bear in mind that TUS is a third party to the *********************** and Owner relationship. As mentioned in TUS first response, TUS is contracted directly with *********************** for submeter reading, billing and payment collection services. As such, TUS has to be provided with closing documentation in order to open/close accounts for Residents as they sell or purchase their properties. 

  In reply to the inquiry as to the source of the documents necessary to open her water billing account, please be advised that TUS had received a copy of the final Settlement Statement from the previous Owner in order to close their account. This document was also used to open the new account for ********************. As per an account Note, when she had called on 1/10/23 to advise she was the new Owner, ******************** had been advised that the account was already open. 

  No private data or information is requested, or used, other than the names and addresses on the Settlement Statement, to open or close an account. Any of said necessary information is also of Public Record, online for the county in which a  condominium unit is sold or purchased.

  The billing address for a new condominium Owner is chosen from documents provided unless TUS is advised instead that the service address is preferred for mailed invoicing via ***** TUS does not automatically default to the service address as the billing address as a number of new condominium Owners do not intend to live onsite full time. They may also have purchased for rental unit purposes,but prefer to receive the water invoices elsewhere, for payment purposes. 

  In this case, an ******** address was referenced on the Settlement Statement, so that address was posted as the billing address. There does not appear to be any Note on account stating that there was notification given to change the billing address from the ******** address to the ******* service address. The only reference on account to mail not being received correctly is a Note from August, 2023, referencing a piece of ******** mail to TUS. 

  ******************* had stated earlier on that she had phoned 1/02/24 to pay her bill because she had not received an invoice since October, 2023. It appears that the ***** National Change of Address database that the US ************** uses,had had the invoices delivered to the correct ******* address, notwithstanding the lack of a notification on the account itself. At first it was assumed there may have been a **** Forwarding Order in place, since the invoices had been acknowledged to have been received at the ******* address up to October, 2023, despite the billing address of record being the ******** address. Then the **** reference on the **** bill tracking for most of the invoices was noticed. 

  There was no obstruction to the mailing of the invoice posted 12/04/23. It had been mailed to the ******** address of record on that date. However, it appears that the **** tracker does not show an **** update for this invoice as had been evidenced beginning June, 2023, per the service, for most other invoices that had been mailed to ********, but delivered in *******. It seems that the delivery delay had been caused by ****, as they had not automatically intervened with delivery to the ******* address for this particular invoice. The tracking shows it being routed through various ******** post offices, and finally delivered on 12/18/24 to the postal facility in *******. The image of same had been included in the earlier TUS response to the Complaint.

  The Notes on account show ******************** had called in to make multiple phone payments before the August ******** mail advisement was notated. All of the most recent had been timely except the payment due in December, for which the invoice delivery address had not been updated by **** through their ****. And for which delinquent payment the Late Fee posted has already been waived. 

  As for the Lease Agreement verbiage on the Late Notice, a template is used for that notification, for all delinquent payments, and for all of the properties that TUS services. They are posted and mailed the next business day after a payment is not received on or before the due date. Its verbiage is not specialized for either an Owner or Tenant of a unit. Please be assured that no offense was meant by mailing the notification to ******************** referencing a lease agreement rather than specifying payment was late in accordance with her condominium Owner agreement with the Association. 

  Lastly,the Contract for water submetering and billing services was executed between *********************** ***************** and TUS. TUS cannot in good faith share that confidential information with a third party. The Contract does state that the Late Fee is to be posted as a line item on the invoices should a payment be delinquent. Further monetary Late Fee information had also been included in an earlier TUS response. 

  There has been no obstruction of invoice addressing, nor any illegal tampering with the mail addressed to ********************. It appears the billing address of record had not been changed as, per the account Notes, TUS had not been specifically requested to do so. As mentioned, some condominium Owners hold separate addresses year-round with ***** *** would not assume to change it if there had been no request to that effect. Since ******************** has indicated, in her current reply to TUS response, that she would like the monthly water/sewer invoices to be mailed to her ***** address, that billing address will be posted going forward. If there are any necessary changes in the future, we trust that we will be informed of same. 

  As each of the concerns from the original Complaint have been addressed, we hope that this brings a complete resolution to the issues brought to light. If there are any further concerns, ******************** can also contact ***************** and those can be addressed as well. Phone #************, Monday Friday. Alternatively,an online website option for **************** requests is at ******************************.     

   

   
  

   

   

  Customer response

  03/12/2024

   
  Complaint: 21159829
  
  I am rejecting this response because:

   

  My 3/12/2024 Reply:  I acknowledge receipt of TUS communications (BBB date 3/6/2024) related to my original Jan. 2024 complaint. 

  TUS is a contractor with my HOA/COA board.  TUS is a self-proclaimed 3rd party billing company who has evidenced it cannot maintain my account mailing address.NOTE: In Dec. 2023, I received Christmas cards from across the many miles of this country, and **** delivered this MAIL to my ***** address, along with bills & business mailings without incident; except my TUS bill generated for my condo BOD. (??? Humm)

  #1. CEASE & DESIST the obstruction of the delivery of my mail & return financial records with private data.  My mailing address has been my service address since notification to TUS (Spring 2023).

  #2. RETURN MY PRIVATE DATA/RECORDS, INSTANTER. TUS has referenced my closing statement and/or my settlement statement.  ***** financial records ARE NOT public records. Recent TUS communications (BBB dated 3/6/2024) referenced the prior owners involvement in the release of my closing statement, without my knowledge or permission.  The prior owners name IS of public record; tax bill. Provide the timestamp & means of the delivery of my private, financial record to TUS from the source(s).

  In closing, there appears to be a systemic problem within the ******* sub-metering industry. Based on information and belief, the industry is operating an alleged cottage industry with business practices that work against the benefit of the residents of larger residential communities, yet allegedly benefit the management entities, HOA/COA boards &/or directors.

  This matter will be closed and resolved, for me, when my COA board ends its predatory business operations, and all contracts with contractors who are jointly benefiting at the perils of the residents, including senior citizens, like me, who are being socially, emotionally & financially abused and exploited. Neglect to address this issue is also elder abuse.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We moved from Stonehaven Condominium complex, *********************************************************, which was a rental,(owned by ********** and *************************) in April 2023 in which Think Utilities provided water and sewage for. We called Think Utilities and told them our move out date so they could take the utilities out of our name. We received what we thought was our final bill. Paid it. We continued to get monthly bills charging us for the utilities. We called them and the condo association every month stating we no longer resided at this address and was not responsible for the utilities. In July we know someone else moved into the condo and we still are receiving bills for their utilities. We continued to call every month. In December oaf 2023 we got a collection notice for over ******. We filed a dispute with the collection company (*********************) and they responded with a list of our bills from Think Utility, showing our move in date but it had no move out date. We spoke with ********************* and they were very helpful, asking us to send them all of our documentation showing our new address. Since that time Think Utilities sent us ANOTHER bill for now ******! The people at ********************* said they cannot continue to bill us when it is in collection. We have not lived in that property since April 1 of 2023 and they will not take our name off the bill even though someone else is living there (which they acknowledged) After many many phone calls to Think Utilities and the condo association (which we will also be filing a complaint against) with no help this was our next step. I have uploaded screenshots of texts messages with the property manager for the Podolecs. We would like this resolved as quickly as possible and will push until it is

  

  Business response

  01/19/2024

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, not the actual Utility provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the property owner for all of the water consumption registered from the master meters.  TUS is contracted with the property owner to provide the service of reading each unit sub-meter, invoicing the Residents, collecting payments, and remitting water/sewer collections back to the property.  The billing to the Residents is a cost recovery program for the property.
  
  *********** contacted TUS **************** to advise of a proposed move out in April,2023, and to request TUS close their account.  The Crows were Tenants,leasing from the unit Owner.  In order to close out any Tenant account, policy dictates that because TUS is a billing service, not the Utility provider,approval is required to be obtained from the Owner of the unit, or their Representative.  He was advised of this requirement on the first call into TUS in April.
  
  *********** called several times between April and August, and was informed each time that the Owner had not yet contacted TUS to approve the close of their account,and that invoices would continue to be posted until such time as it was. ************ stated that he had attempted to contact the Owner himself, but was unable to reach them.  The screenshot attached to the Complaint,showing a handful of messages between ************ and the Owners property manager in April, then one in May, end as of May 23, 2023  without resolution of the issue.  ************ threatened legal action against TUS on a May call into ****************.  
  
  Water ********************** billing is done in arrears, meaning the water is used during the month or so before a bill for that period is posted to the  account.  In regard to the stated final bill payment made online on 4/26/23, it covered only up through the end service date of 3/24/23.  It did not cover services up to an alleged move out date in April.  They would have to have paid at least the final bill, once the account close date was approved, in order to consider it payment in full.
  
  The Crows continued to be mailed invoices, and Late and Demand Notice fees were also posted, since there had not been Owner approval of the account close. This property requests that a certain monetary level of delinquency on an account balance be reported to an independent collections agency by TUS, on the propertys behalf.  Because the delinquent balance amount on this account had exceeded that level, the agency was given the Crows information to pursue collection of same at that time.  
  
  TUS finally received notice from the property at the end of December that it was approved to close the account as of 4/20/23.  The account was closed and revised so that the final bill was posted for services up to that date. The collections agency is being contacted to advise to cease pursuit of collections in connection with the Crows account. The Late and Demand Notice Fees that were posted in the interim are also in process of being waived on the closed account.  The outstanding final bill of $62.62 is the only amount that the Crows would be responsible to pay.
  
  TUS is actively seeking to rectify the stated issues with the Crows.  We do apologize for any inconvenience that resulted from the actions taken due to not receiving the Owners approval to close the account.  Certain policies are being reviewed and may be adjusted upon reflection of the effects of this case.
  
  If the Crows have any further questions or concerns as they relate to this issue,they may feel free to contact **************** at #************.  
  
  

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if and when we get in writing a final bill that will show our payment will absolutely close this account. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Think Utility sends out monthly statement to customers in Georgia quite late and only give customers a few days before due date . Such practice allowing the utility company to collect late fees as a method of income generating !!

  

  Business response

  10/03/2023

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. *** is contracted with the property owner to provide the service of reading each unit sub-meter,invoicing the tenants, collecting payments, and remitting water/sewer monies back to the property owner.  The billing of water to the tenants is a cost recovery program.
  
  In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 15 days. The timeframe is necessary in order to keep the water services for the entire property current.  Given the fact that it may take a few days for the invoice to arrive at the door via the ***** TUS provides e-bills and online access for all tenants. A tenant is able to check their balance, print out invoices, and even make online payments via credit card (if they desire). 
  
  **************** has good payment history. In light of the complaint, we have adjusted off the last late fee that was assessed.
  
  I hope that these efforts will satisfy the complaint and bring peace of mind to ****************.
  
  Thank you.

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is reluctantly ... satisfactory to me. However the customers would not have resulting to complaints to any entity when the billing vendors DO NOT PERFORM THEIR JOB ! As mentioned by them in the following statement ..".In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 15 days. " This is grossly inaccurate ! They barely give you LESS THAN 7 days to get your bill to them ...un unacceptable time frame in any industry !  We live in a very diverse community and our office feels inept when we see non-English speaking customers share their experience with us repeatedly , they do not have the time nor the "know how" to go about bringing this concern to the right party ... Bottomline ..as we heard once from a famous coaching staff saying ..." JUST DO YOUR JOB !!" 
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My condo HOA (********************* condominiums) hired this company, Think Utility, to collect water bills for the condominiums. When I bought the condo last November and didn't receive any bills or statements from the company until I talked to my property manager about my HOA fees in May. When I called Think Utility and they told me I owed them $524.97 with all the penalties and late fees. When I did further research, I found out that ************ charged all kinds of ridiculous fees to generate incomes, $12 late fees, $7 demand notice fees, $3.35 billing fees, on top of my actual usage of only $55-60, that's 40% over the actual water usage collecting on behalf of the **** That's excessive, abusive and predatory. How could the government and regulators to allow and let this happen? I called Think Utility to explain what happened and requested to waive all these late fees and penalties. but they refused. They told me I needed to talk to my property management company to remove it. Then I called my property manager and they told me they need HOA meeting to approve it. In the meantime, my property manager instructed me to pay all my actual usage of water without the late fees first. Then I did. I paid Think Utility $410.97 and $59.76 in June and July respectively to keep my account current. But the problem is Think Utility keep adding over $20 late fees and penalties each month regardless I pay the actual usage or not. So basically, they charged me late fees and penalties based on the balance of the accumulative late fees and penalties. I'm not sure this is even legal. After my condo HOA meeting, the property manager told me they cannot remove the late fees because Think Utility collected these late fees and penalties not the **** Then I called Think Utility again and reiterated to waive my late fees and penalties, but they refused again. They repeatedly said they need my HOA approval to waive late fees and penalties because my HOA collected them. I told them it's not the case. According to their account, I still accrued $145 in late fees and penalties even each month I paid my actual usage. Every time, I called them and they couldn't help me.

  

  Business response

  08/15/2023

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the Association for all the water consumed from the master meters.  TUS is contracted with The ********************* Condominiums, to provide the service of reading each unit sub-meter, invoicing the Residents, collecting payments, and remitting water/sewer collections back to the Association.  The billing to the Residents is a cost recovery program for the property.
  
  As such, we do charge a billing fee for this service.  The water/sewer rates that are charged to the Residents are the same municipal rates that are charged to the property.  A $12.00 late fee is assessed in the event of: late payment, no payment, or partial payment. The monthly invoices have a 23-day turnaround from the date of mailing. No matter which date the bills are mailed, they will always incur a 23-day turnaround. Day 24 or 25, a late fee would be applied in the even of an outstanding balance. In addition, a demand notice is assessed 12 days after the late notice is generated on any account that has an outstanding balance.
  
  ************ account was opened effective as of 10/14/22. His first, and subsequent invoices, were mailed to the following address: ********************************************* per the document received to open the account under his name, as Owner of the unit. The address to which they had been mailed was confirmed as correct by ********** on his first call in to TUS on 5/19/23.
  
  The mailed invoices are bar-coded and tracked through the ************* Postal Service.Each invoice that had been mailed shows as accounted for through tracking to have been delivered to the postal office for the intended address. There has been no Returned mail posted on the account since its open date.
  
  The TUS Late Fee waiver policy includes one waiver every per calendar on any account, as a courtesy. Because the payments received are intended to be remitted to the Association, any additional fee waiver requests are brought for review to the Association.In June, the Property Manager advised TUS that they were unable to waive additional fees, and that the Resident would have to direct the request to the ***** of ********** After they met, it had been advised that no additional Late Fees or Demand Notice Fees were eligible to be waived.
  
  In light of the complaint, TUS waived all Late and Demand Notice Fees that have accrued to date, with the stipulation that no others will be approved to be waived in the future, unless there is a billing error committed by TUS.  Should ********** continue to experience issues with the **** delivering the invoice, it is recommended that ********** contact his local postal office to address the issue with the mail. 
  
  TUS provides a website www.thinkuilityservices.com for residents to view their accounts.  Residents are able to check their balances, print out invoices, and even make online payments via credit card (if they desire).  Certainly, a resident can submit a check or money order to TUS.  This is the traditional format for submitting payments.  A resident can use our website to make a payment (convenience fee applies) or they can make an online payment through their bank (typically at no charge). There is definitely the capability to access the online invoice before the mailed invoice reaches the mail box. A resident can setup the account with Ebill.  No paper invoice is mailed, an email is sent to the unit owner notifying them that the new invoice has hit their account.  The Resident can also call the *************************** at ************, Monday Friday 8am to 5pm (ET) to obtain the invoice amount and due date. This way, they resident can make payment arrangements in plenty of time to avoid a late fee.
  
  The current balance on account was $152.00, the amount due for the accumulated Late and Demand Fees. TUS has waived this amount as of 8/15/23. Attached please find the current Balance Ledger,showing said account at a $0.00 balance. 

  We hope that the steps taken by TUS satisfy the complaint. Should ********** have any further questions or requests, please feel free to contact the *************************** at ************. 

  
  

  Customer response

  08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April/May of 2023 I received bill from H32333134**3637383735H which also stated I haven&#**;t made payments. I know I&#**;ve made payments and I went to ******************* to receive copies of the money orders. In April I called them with this information and also faxed copies of the money orders of the bill being paid. I&#**;ve also called to speak with them in June and I also believe July as well. Each time the person I spoke with did not want to hear what I had to say, nor did they confirm the money orders I faxed. I know I have paid my bill but they aren&#**;t lodging the payments. My bill has also greatly increased although I am the only one living in my home. Bills: 5/13/23 $96.61, 6/21/23 $33.03, 6/20/13 $123.03, 6/20/23 $******, 6/21/ ******, 7/20/23 $161.48, 7/20/23 $171.48

  Customer response

  08/24/2023

  Please see attached.

  

  Business response

  08/25/2023

  Complaint #********
  
  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the property owner for all the water consumed from the master meters.  TUS is contracted with the property owner to provide the service of reading each unit sub-meter, invoicing the tenants, collecting payments, and remitting water/sewer collections back to the property.  The water/sewer rates that are charged to the tenants are the same rates that are charged to the property.  The billing to the tenants is a cost recovery program for the property.
  
  ************ contacted the **************** team on 5/03/23 to inquire if a payment of $34.00 had been received.  She was advised that it had not been received yet, and was given her current balance amount.  She phoned again later in the month to check on the payment and was advised a payment of $33.00 had been posted on 5/08/23, but that additional charges had accrued due to the length of time it took for the payment to be received. The due date had been 4/21/23.
  
  ************ stated she had paid on time, and that she had receipts as evidence of same.  She was advised she could email or fax proof of payment to the **************** Manager and that the account would be reviewed and adjusted if necessary.  A fax was received on Friday,5/26/23, showing that she had sent in payment for the invoice amount of $33.00. The **************** Manager phoned her on 5/31/23 to advise the fax had been received and to discuss the issue further, but the call was not answered.
  
  TUS has not received a call or correspondence from ************ since 6/01/23 regarding further payment disputes.  Due to the current information being provided in the complaint being lodged, *** reached out to the property to inquire if there had been any other payments made directly to them for the account charges that have accrued with TUS since that time.  The property responded with a screenshot of receipts of the only 2 payments that had already been received and posted as paid on ************** account.
  
  Her account shows that no additional payments have been made by ************ to TUS since 5/08/23. The additional invoices and fees accruing in the meantime have added to the balance. The invoice amounts mentioned in the complaint are the balance amounts as they accrued, not the singular invoice amounts. If she can provide evidence of additional payments made to TUS, such as receipts or bank statements, they can be submitted to the ****************** and will be reviewed and posted as paid if applicable.
  
  I hope that you find this information helpful. Should *********** have any questions or request, please contact the **************** Department at ************.
  

  Customer response

  09/18/2023

  Please see attached response.

  

  Business response

  10/30/2023

  Think Utility Services (TUS)provided a response to ************** initial complaint of 8/04/23, regarding payments allegedly made, but not posted, to *** for water billing. *** had advised that we are providing billing services as contracted with the property at which she resides, that are part of a cost recovery program for the property. The service includes reading each unit sub-meter, invoicing the tenants, collecting payments,and remitting the water/sewer collections back to the property.
  
  TUSs BBB response of 8/25/23 had advised that there had been only 2 payments received, $32.39 and $33.00 respectively,as of 5/08/23. They were the in connection with the same 2 payment receipt images that had been faxed to TUS **************** on 5/26/23, and were the same receipt images submitted as part of ************** initial complaint. It appears her additional response at this time includes the same payment receipt images, as well as images of invoices and Late Fee Notices that have been posted to her account since the last payment was received in early May. 

  The account status at this time shows no additional payments have been made since 5/08/23, onsite or to TUS directly. Unfortunately,there is no additional information that TUS can offer until ************ can provide further payment verification evidence.
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Think Utilities has been managing the water billing for my apartment complex for roughly 2 years to my knowledge. I had my account on auto draft from my checking account. I received a bill from think utilities around march 1st. It appeared they were billing me $269.96, which is way over my normal $55-65 monthly bill.Come to find out, it was actually a $269.96 credit?? I looked in my bank account and they had debited my checking account for $381!! Totally incorrect. I contacted Think Utilities on 2/21/2023 and spoke with ******, very nice CSR, but could not give me a concrete explanation for the huge over billing. No worries, as long as I can get the funds back instead of leaving it as a credit on my think account, I'll be happy.Herein lies the problem. Think was lightning fast at over charging me $381 dollars, but they then inform me that it will take 4-5 WEEKS to get the refund. No, this is totally unacceptable, I live on a very tight budget due to SWFL being so expensive and having $269.96 taken out of my monthly budget is not going to work. I called ****** again on 3/1/2023 to see what the status of the refund was. She indicated a check had been issued and was enroute to me via ***** Today is 3/7/2023, still no check received. I contacted Think Utilities and spoke to a different CSR (Hispanic, didn't catch her name) who indicated no check has been issued and state the "it will take 4-5 weeks for the refund" nonsense.I'm demanding the immediate return of the $269.96 over charge via check through an night service such as *** or ****** Why is it that they can debit my account for an incorrect charge amount at lightning speed, but it takes them 4-5 weeks to issue a refund check. Thank you for your time, Sincerely,***************************

  

  Business response

  03/08/2023

  ********************,
  
  My name is *******************, and I am the *** of Think Utility Services.  I do not normally respond to complaints, as I have a team of Account Managers that facilitate grievances of this nature.  I do, however, read the complaints when they come in.  I was incensed on your behalf when I read the narrative; and, I determined to look into this matter personally.  I have tried to call you twice.  Hopefully, you received the messages I left.
  
  First, I apologize profusely for the events that you delineated.  I would be furious if I had a large sum taken from my personal account, and was then instructed that I would not receive a refund for 4-5 weeks.  Additionally, the **************** team gave you two items of information that were incorrect, although I am gratified that they were kind and courteous on the telephone.  Please let me explain what occurred, and then tell you how I will rectify the issue.
  
  The overcharge occurred because the readings received from your water meter showed larger than normal usage.  We invoice based on actual consumption.  After the larger bill posted, a request was made to lower the invoice with the idea that the meter reading may be anomalous.  This was done.  Hence the bank debit was for the larger value, and then your account was given a credit.  Because of this, I am giving instructions for the technical staff here to examine the readings coming from your water meter.We will also contact your Property Manager, and request that they examine your toilets to ensure the toilet flappers have not become defective. 
  
  Regarding the refund, the **************** agents did request a refund check for you.  We issues checks every Thursday, for any request that is received by Tuesday.  It does not take us 4-5 weeks to issue refund checks.  The request was not delivered by the cutoff period, and will be issued tomorrow.  I have instructed that it be sent overnight as you requested.  We use UPS.  You should have the check by this Friday (3/10/23). 
  
  Your treatment compelled me to ask why the **************** Representatives were giving a stock answer of 4-5 weeks for refund requests.  I was not given a satisfactory answer, and have already instructed the **************** team to begin telling customers that we will send a refund as quickly as possible, and to further explain the actual process if necessary.  That process (as described above) is that refund requests delivered by Tuesday will be issued on Thursday.  I also stated that a sense of urgency must be maintained when money has been  taken from someones account in error.  Again, I know how I would feel if this happened to me. 
  
  I know that none of this makes up for being deprived of your money.  Once again, I sincerely apologize.  If there is anything else I may do, please do not hesitate to call me.  I left my cell phone number on your voice mail, and would welcome a call.
  
  Sincerely,
  
  **********************
  Chief Operating Officer
  Think Utility Services

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother at this address received a bill for a returned check ($39.65) and returned check fee ($40) on her 12/20/22-1/18/23 bill. After several phone calls, it was revealed that in January or February of 2023, Think attempted to deposit a check she sent to them dated 6/14/22 in June of 2022 for May 19-June 20, 2022 bill. At no time between June of 2022 and Feb of 2023 did Think Utility reach out to say they had not received this payment, nor did they include it as an overdue amount owed in any statements between June 2022 and January of 2023. According to Think, the bank refused the check in 2023 - I would assume because the date was so old, as the account can well cover a $39.65 check. Once the check is mailed, we cannot control when Think deposits the check, and due to their negligence in waiting approximately seven months to deposit the check, we are being penalized $40. My mother deserves a refund of the $40 returned check fee. Thank you for your attention to this matter.

  

  Business response

  02/27/2023

  To Whom It May ********
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. Hillsborough County provides the water to the entire property. They read their master meters and invoice the property for all the water consumed from the master meters. TUS is contracted with ************ *************************** to provide the service of reading each unit sub-meter, invoicing the residents, collecting payments, and remitting water/sewer monies back to ************ ***************************.The billing of water to the residents is a cost recovery program for the property.
  The issue involves a check payment that was received and cashed back on 6/16/22.The check was for the payment of service period 4/19/22 5/18/22. This issue involves a Non-Sufficient Funds (***) fee of $40.00, charged due to the ************ no longer honoring the same check as of February, 2023. The Check #**** was originally posted as a payment for the amount of $39.65 in June,2022.
  After the bank advisement, the amount of $39.65 was posted back on the account. This amount would again need to be collected, as payment for the bill for the same service period 4/19/22 5/18/22. When a check is charged back by the ************, there is also a Non-Sufficient Funds (***) fee posted for $40.00. The *** fees are non-waivable bank fees. They are charged to TUS, and passed along to the Sender of said returned check.
  TUS was notified by the bank institute in February, 2023, of the returned check. They advised it was due to a Closed Account. At that point, *** notified the resident of the issue with the check. There is no advantage to holding off cashing checks as those monies are part of the recovery program for the property. It is illegal to hold onto checks. Attached please find the balance ledger and a copy of the cancelled check. If ************** suspects a banking error, she should contact her bank institute to attempt to address the issue with them.
  Should ************** need further assistance, she should feel free to contact the **************************** Monday through Friday, from 8:00am 5:00pm.  

  Customer response

  02/27/2023

   
  Complaint: 19420529
  
  I am rejecting this response because: Think acknowledges that there is no benefit to holding a check to delay deposit, but that is exactly what they did. Trying to cash a check over 6 months old, that was mailed and received over 6 months ago, triggered the bank to reject it and subject the account holders to fees. How can the recipient holding a check for 6 months become the burden of the check writer?
  
  Sincerely,
  
  ***************************

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