ComplaintsforThink Utility Services, Inc.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Think customer service to explain that my bill was double and that I believe there is an issue that I am connected to another unit. I requested that someone come out and check to see if in fact we are running some of our water on a shared meter. The unit owner above me has been out of town for the past 3 years but recently returned and has spent full time here the last month and that's when I noticed the increase. There was at one point someone who did come read the meter and suggested that our lines may be crossed but never did anything because the unit owner was absent. Think customer service told me they would charge me $100 to come out and inspect the meter or just send them a picture of the reading which solves nothing. it needs an inspection.

  

  Business response

  11/09/2022

  To whom it may concern,
  
  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 the Association to provide the service of reading each unit sub-meter, invoicing the owners,collecting payments, and remitting water/sewer monies back to the Association.  The billing of water to the owners is a cost recovery program for the Association. It is important to note that TUS cannot add monies to the water/sewer rates. This is illegal. TUS receives no money from the water/sewer charges.
  
  To advise, a TUS technician visually reads the ********* at the property. I will list the meter readings for the past 6 months.
  
  10/24/22: 17540
  9/23/22: 17159
  8/19/22: 17017
  7/22/22: 16820
  6/22/22: 16650
  5/24/22: 16480
  
  To obtain usage, you subtract the end read from the beginning read, and multiply by x10.The water meter installed is a 10 gallon water meter.The usage from 8/19-9/23 was ***** gallons. The usage from 9/23 10/24 spiked to ***** gallons.
  Moving forward, it is recommended that the owner take periodic reads from the meter in order to confirm and spot check water usage. This will enable the owner to identify a situation in which excessive consumption could be a factor.
  Please note, TUS does not own the components that make up for the submetering system. The meters were not installed by TUS.  Should the owner have an issue with consumption, it is recommended that the owner hire a licensed plumber to trace the lines and fix any issues with the unit. 
  Since water sub-metering is a cost recovery for the Association, TUS cannot adjust an account unless the Association submits a written notification approving the financial adjustment.  The water/sewer monies owed by each homeowner belong to the Association and not TUS.  It is important to note that if TUS committed a billing error, there wouldnt be a problem in adjusting the account.  In this case, the reads are showing as accurate, and the consumption occurred.  
  
  I have no other solution at this time.  The issue remains in finding out where any excessive water is coming from.
  
  I hope this response provides some insight.
  
  Thank you, 

  Customer response

  11/11/2022

   
  Complaint: 18367666
  
  I am rejecting this response because: Upon further inspection of the meters the following occurred:

  1. Both meters were very dirty and could not be read until cleaned.

  2. The meter number is marked on one meter and it is incorrect!  it says ***** when it should be *****. When the water was shut off it did not match the meter that you have claimed to be mine.

  3. This increase in bill is also consistent with the owner upstairs being here for the past 3 months that the bill increased with more than one occupant!

  It is the responsibility of think utility to read the proper meter.
  
  Sincerely,
  
  ***************************

  

  Business response

  11/15/2022

  On 11/11/22, I spoke with ****************** on the phone. I explained that the meters were installed by a different company. Think Utility is simply the billing company. For this reason, Think Utility is not responsible for the meter installation or how the meters were labeled. However, Think Utility visits the property once a month to read the meters.  As such, the meter reader/ technician will meet with ***************** at her home in order to perform a water consumption test on the meter that it is assigned to her unit. Normally, there is a $100.00 fee for a water consumption test.  Think Utility is going to waive this fee and the water consumption test will be done at no cost to the owner.  

  Upon the completion of the water consumption test, we will provide an update. 
  
  Thank you.

  Customer response

  11/15/2022

   
  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. However, do not close my case until they actually come out .
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a very expensive bill claiming for the usage of over 30,000 gallons. I called their costumer service and I encountered a very hostile attitude from one of their associates (Virgen R.). And the first thing without any knowledge nor investigation i was told that I had a leak in my home. ( keep in mind 30k gallons are more than what an average pool takes, so where did they go? Im in a second floor my neighbor condo its not been floated, the toilet? Thats was discarded immediately because i checked). Then when i took a close look at their meter I noticed it was running way faster than it should, but they claim by their system the meter its find. When i requested them to come inspect their own Equipment they tried to charge me over $250. I contacted the costumer service supervisor (Dina L.) witch it had been C.C in every email between and she claims that its not even aware of the issues and goes and just repeat word by word what her associate wrote in an email and claim again that it most be a leak and that I'm wrong ( I'm already been called a liar) I contacted a professional plumming company and the certify that i do not have any leaks, and after running a consumption test he also cerify that it is something wrong with the meter. I contacted again think services and now I meet a $380+ charge to go and replace their own equipment. This is after i expended $150 in a plumber to certified that every its good in my end.

  

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/07/19) */ First, I am truly sorry that Mr. ***** felt that Customer Service was not able to address his concerns when he contacted the Customer Service Department. Think Utility Services (TUS) is a billing company, we are not the actual water provider. The City of Ft Myers 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 the ******** Condominium Association to provide the service of reading each unit sub-meter, invoicing the residents, collecting payments, and remitting water/sewer monies back to the ******** Condominium Association. The billing of water to the residents is a cost recovery program for the property. 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. Every condominium unit is equipped with a water meter and a transmitter. The transmitter reads the digits on the face of the meter, and sends these to a meter data collection system at the property called a Gateway. TUS obtains the meter readings from the Gateway using an internet or cellular connection. On 7/7/22, the owner Mr. ***** provided a picture of his meter reading. The meter reading on 7/7/22 was 158317. The meter installed is a Neptune T-10 Procoder. On the meter there are 8 dials. The last dial to right of the meter represents x.01 (1/10th of a gallon). The second digit 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 7 (1/10th of a gallon). The remaining numbers represent the total gallons consumed since the meter was installed. The usage on the meter is 15,831 gallons. The meter was installed on 2/15/22. The daily average is approximately 111 gallons per day or 3,330 gallons for 30 days. I've attached the picture provided by the owner. The new meter installed has digits reading to the tenth of a gallon. The new meter was identified internally as reading to the one gallon digit rather than the tenth of a gallon. This caused an overbilling to occur. The meter is not faulty. The Billing Department corrected the meter multiplier in the billing system. The invoice has been revised to reflect the correct water usage. Attached is the revised invoice. Should Mr. ***** have any questions, he can contact me at XXX-XXX-XXXX or by email at *********************************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I forgot to pay my February Think Utility Services water bill. No worries, my mistake, I'll pay the bill plus the late fee. My March bill comes with the new charge + the $15 late fee, totaling $108.20, again no worries I'll pay for it. I have my bank send a check a week later just as they do normally, for the full amount. Think Utility Services received the check for $108.20 on 3/11/2022. I received a letter today (3/31/2022) stating I owe an additional $18.00. I log in to their portal and low and behold, they assessed me with a $3.00 "Demand Notice Fee" on 3/08 which is not included with my March bill I received on 3/04. So now, Think Utility Services is saying my whole bill is still late because it is now after the 22nd of March, which is when the bill is due. I also noticed a "Meter Read" fee of $1.50 and after some digging, I found they have been charging me this since May 2020. I am 100 percent certain, there was never any type of communication from Think Utility Services stating this fee would be assessed. I have witnessed during the past 2 years or so their employees/contractors driving through our Court but never have I witnessed them get out of their vehicles to "read" meters. Because we have the newer meters with the Radio Frequency (RF) transmitters. They don't need to get out of their vehicles. Unless a meter's transmitter is broken. This company also tried to force me to buy a new meter for $249 after I bought my home in November of 2018. Even though the meter was only ~10 years old at the time with a life span of 18-20 years per manufacturer's specifications. After many phone calls and many different stories on their part as to why I needed to buy a new meter, they decided to give up because I was not not budging.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/01) */ Contact Name and Title: James A*******/Acct Mgr Contact Phone: ************ Contact Email: *********@ThinkUtilityServices.com My name is James A******* and I am the Senior Account Manager with the company. I will provide information in regards to this complaint. A late fee is applied to an account in the event of the following: late payment, partial payment, or no payment. A second late notice (Demand notice) is mailed 10-12 days after the late notice if the account is still delinquent. Customer service policy is to remove 1 late fee/demand fee for every 12 months. In this case, I removed the $18.00 in late/demand fees. Regarding the $1.50 meter read, I can explain the fee. The meters on the property are 3G meters. Think Utility Services does not own the meters. Think Utility did not originally install the meters. This was a takeover property for us going back to November 2011. The 3G meter has a built in RF transmitter that sends a signal as to what the meter read is. Once a month, Think Utility will send a tech to drive through the property to collect the reads from every meter. For this unit, the RF part of the meter died. We cannot receive a signal as to what the meter read is. The property does not allow any estimated billing. As such, we have to send a technician back to the property to manually read the meter. For a long period of time, we were not charging any unit or the property to read the meters manually. However, there is a cost to send a technician back out (time, labor, gas, etc.) to manually read meters that are not reporting the meter read. For several years, we were able to RMA bad meters. However, that was stopped by the manufacturer. The original meters that were installed on the property had reached "end of life" concerning the warranty. With no warranty, if a meter needs to be replaced, the property holds the unit owner responsible for paying for a replacement meter. The $1.50 is a very modest charge. Before Mr. ********** purchased the unit in June 2018, the previous owner was mailed a letter (a mass mailing went out to the unit owners affected by the RF failure in their meter) informing them of the RF issue with the option to either purchase a new meter. On 12/4/18, Mr. ********** contacted our customer service department as his new account was being assessed a $42.35 Equipment fee each month to help pay for a new meter. Mr. ********** desired that the charge be taken off and he stated that he didn't want to pay for a new meter. Starting May 2020, his account was being assessed the $1.50 meter reading fee. I apologize as no letter went out regarding the meter reading fee to Mr. **********. With numerous owner changes, its really difficult to keep up with projects/letter updates such as this. If a unit owner contacts us regarding a fee on their bill, we can easily explain the fee. The good news is that the account balance is zero and the meter is read every month for actual consumption. I hope this information helps to resolve any issues with the account. Please contact me if you need anything else. Consumer Response /* (3000, 11, 2022/04/19) */ ***Document Attached*** I'd like to reopen this complaint against Think Utility Services (TUS). Yes, they did refund the amount of $18 for the bogus late fee. However, there is still the unresolved matter of the $1.50 water meter "read" fee that is in question. Like I stated previously, I have witnessed TUS representatives driving through our community to get the RF signals from the meters and at no time since or before May of 2020 have I witnessed anyone representing TUS leave their vehicle to read meters, let alone my own. I have attached 2 images I took this past weekend (4/16/2022) that will prove they simply have not been reading my meter manually at all, although they have been charging me to do so. Image #1 Shows the covered housing that the water meters sit in to protect them from the elements and mostly from nature. Image # 2 Shows my meter on top with the facing covered with dirty and grime. Notice the meter below with my neighbor's address of 2706 on the sticker. How can anyone effectively and accurately read any of those meters is beyond me. Mr. James: You say $1.50 is a small price to pay to read a meter. I say you are robbing me and most likely others with this scam. You have been charging me this fee for 24 months now which equates to $36. Thirty-six dollars may not seem like a lot, to some it may. But to me I feel your company is shady and doing shady business practices to seep any amount of money you can from unsuspecting individuals. I want a refund in the full amount plus an apology. Thank you, **** * Business Response /* (4000, 13, 2022/04/20) */ The day that the technician drives through the meter and the day that the technician returns to read the meters are on different days. There are two different reports for this property. The first report shows all of the electronic reads that came through when the tech drove through the property. The second report is the reads taken by the technician when manually reading the meters. In looking at the manual read sheets, this unit is not listed on the report. In looking at the electronic read sheets, this unit is listed on the report. This means that the meter is coming through electronically (see attached usage sheet). Immediate action was taken in this regard. A credit was issued to the resident for $36.00. This is a credit for 24 months of being charged $1.50 for manual meter reads. An e-mail was sent to the Billing Department to cease the $1.50 moving forward. We do apologize for the unnecessary charges and any inconvenience. Mr. ********** is free to contact me in the future regarding any account concerns. Thank you. Consumer Response /* (2000, 15, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, I have checked my TUS account portal and saw there was a $36 dollar credit added to may account today. I also attached a screenshot of my account portal as evidence. I am satisfied thus far. But, I do expect to see the $18 + 36 added as credits to my next two bills in the total credit amount of $54. **** *.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am sending this complaint because repeatedly have been charged a late fee by THINK UTILITY SERVICES while my bill is paid timely. My bill has always been paid by my Bank through bill pay In January 2022 Bill I was charged a $10.00 penalty for late payment of December 2021 bill. My Bank sent a check on 12/24/2021 (Check Number ****** with an amount of $35.79 for December 2021 bill that stated to be paid by 12/26/2021 The Check was withdraw on 1/4/2022 (don't know why???). I believe that since the bill was paid timely then Think Utility Services are not in title to charge penalty. This isn't the first time this happened. I am also not the only customer of Think Utility Services complaining about this issue. My entire Waterford Condominium community has been complaining. I am over 70 years old and feel that this is very unfair. The charge is unjustified! Please help us to resolve this problem.

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/15) */ To whom it may concern, my name is Saul M., and I am an Account Manager with Think Utility Services (TUS). I am responding to the complaint. We understand that Ms. ******* is currently using her bank to cut a check. The December 2021 invoice due date was on 12/26/21. TUS received the payment on 1/3/22. Is possible that during the holidays the payment was delay and it arrived after the due date. Please note, TUS applies the payments to the account on the date that is received. A late fee applies to an account for the following reasons: late payment, no payment, or partial payment. TUS will waive one late fee per calendar year as a courtesy. On 1/13/22, Ms. ******* called the TUS Customer Service Department. The customer service representative advised that we did get the payment. However, it was received on 1/3/22 after the December 2021 invoice due date. The customer service representative offered to waive the late fee as a onetime courtesy. Ms. ******* declined the offer. In reviewing the payment history. Ms. ******* has not been late with her payments since May 2018. She has very good payment history. In light of the complaint and Ms. ******* great payment history. I waived the December 2021 late fee ($10.00). The current balance due is $34.38 which is the January 2022 invoice I've attached the balance ledger for the records, Should Ms. ******* have any questions or request, she can feel free to contact me directly. Sincerely, Consumer Response /* (3000, 7, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see an attached bank check with date issued on top of the check. I don't accept Think Utility services respond because their respond is not truthful. It has been happening repeatedly sinc a became their customer. Business Response /* (4000, 10, 2022/02/18) */ This is important information. The date that is listed on the check, is the date that Ms. *******'s bank issued the check. Even if the check is mailed the same day, it still has to go through the United States Postal Service system. As such, we cannot guarantee when the check will arrive at Think Utility Services office. In truth, there is no way to predict the timeframe. No company can be held responsible for the timing/delivery of the USPS. In theory, if the resident is local, the payment should be delivered within 1-2 days. However, when the holidays are involved, everyone knows that the timing of the mail can take longer than usual. Please note, this check issue is not a constant occurrence with this resident. The last time a situation like this occurred was on May 11th, 2018. Attached is the balance ledger on the account to document proof. We understand that Ms. ******* is currently using the bank to cut a check. If she is concerned about this happening in the future, our recommendation is for her to approve the E-bill option for her account. She is registered online at this time. Once she logs in, she can indicate E-bill. What is E-bill? When the next invoice is applied to her account, she will receive an e-mail that her invoice is ready. This way, she can go online, retrieve her balance and make payment arrangements right away. This will save a couple of days in waiting for the paper bill to arrive. Lastly, she has the option to sign up for the ACH payment method. We can e-mail or mail her the form. Once filled out and sent back to Think Utility Services, her monthly bill amount will be deducted automatically from her checking account. This saves any hassle with mailed checks. The cost for this service is $2.95 per month. While there is a cost involved, these programs give many folks peace of mind concerning their account. I hope that this information is helpful. As stated in the initial response, we removed the late fee to help resolve any frustration. If you need anything else, please contact me. Consumer Response /* (3000, 20, 2022/07/25) */ ***Document Attached*** This is to update you regarding Think utility services. Since I wrote to you regarding my problem with the company the following happened. The company changed their address from PO Box to a physical address of 4685 118th Avenue North, Clearwater, Florida 33762, my bank was informed immediately and the checks have been sent to the actual physical address mentioned above. As we investigate what happened since the bill wasn't collected at all , we find out that Think Utility returned the check of June to my Bank with a note address not found (physical address was in the payment envelope and not PO Box address). Called Think Utilities and they said that it was a mistake in their side and mean time they kept sending me bills with double late fees!! Until now June Bill was repaid by my bank on 7/13 due to check returning and July bill paid July 22, both not sent to be collected yet?? Business Response /* (4000, 22, 2022/07/27) */ To whom it may concern: Think Utility Services (TUS) is a billing company, we are not the actual water provider. Pinellas 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 the Waterford at Palm Harbor Association to provide the service of reading each unit sub-meter, invoicing the residents, collecting payments, and remitting water/sewer monies back to the Waterford at Palm Harbor Association. The billing of water to the residents is a cost recovery program for the property. TUS Corporate address is: 4685 118th Avenue North Clearwater, FL 33762. Ms. ******* should please verify that her Bank has the correct address for payments. It is our understanding that the June payment was returned to the sender by the United States Postal Office (USPS). This is not an error on TUS part. TUS did not return the payment to the sender. Ms. ******* may want to contact her local USPS office to resolve this issue. All payments received are posted the same day. Holding onto checks 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. Since the payment never arrived at TUS Corporate office, a Late Notice was sent on 6/29/22. A Demand Notice was sent on 7/14/22. The current balance due is $96.16. On 7/26/22, I spoke with Ms. ******* via-email. She stated that her payments were made on 7/13/22 and 7/22/22. Please note, the last payment posted on the account is from 5/24/22 - $32.49 - check #XXXXXX. No additional payments have been posted to her account. If Ms. ******* can provide copies of the cancelled checks, we can attempt to locate these payments in our billing system. Attached is the ledger showing all debits and credits on her account. Let me know if you have any questions or request. Sincerely,

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  From September2021 until now, I am being charged a "sewage" fee on my water bill. Was not charged that from March 2021 - August 2021. My "sewage" fee is almost double my water bill fee. I have asked around my apartment complex and the five people I have asked are not being charged this fee. Upon calling this company for an explanation, I get the response "everyone pays that fee and it's related to city fee's" and yet the people I have asked aren't being charge this "sewage" fee. I have told this company that I don't believe this is correct and got the response "oh well, it is what it is". The city of Lebanon is also confused by this charge and states that I am most likely being billed for either repairs the complex has made or they are billing me for another tenant and sating it's "sewage" fees to keep in compliance with my lease agreement. I have tried reaching out to the apartment management as to why we are being billed for water from a 3rd party company and I keep getting a run around. There seems to be billing fraud occurring and I can't get a response as to why I am the only one paying this fee out of the 5 people I have asked about it. I also get the response "we can't comment on other people's bill". I am at my wits end, which is why I'm reaching out the the BBB to help with this matter.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/15) */ Contact Name and Title: James A./Acct Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********@ThinkUtilityServices.com My name is James A. and I am the Senior Account manager for the company. I am also the account manager for the property that Mr. ******* lives in. I will provide the necessary information to help resolve the account concerns. First, Think Utility Services is a 3rd party Billing company. We do not provide the water to the property. The local municipality provides the water to the property. The local municipality reads their master meter(s) and invoices the property owner/office for all of the water consumed on the property through their master meters. A local municipality will not install their master meters in individual apartment unit homes. This is why a property would reach out to a Billing company such as Think Utility Services. We would install submeters in each unit home and invoice each resident for the water that they use. We collect the monies from the residents and will remit one reimbursement check back to the property office. In most cases, a municipality would charge the property owner/office for water and sewer charges. However, in some cases, the water is provided by one municipality and the sewer charges provided by another. At the time of this property's billing startup (February 2021), Think Utility Services had not received a sewer municipality invoice from the property office. As such, we were asked to invoice for water charges only until the property received the sewer municipality invoices. Effective September 2021 invoice period, we began to charge the residents for sewer charges as the property had begun to receive municipal sewer invoices. At that time, it was necessary to pass ** the sewer charges to the residents. It must be noted that in water submetering, all residents are charged for water and sewer. The water is the charge for the fresh water coming into the unit. The sewer is the charge for having the bad water treated, either by the local municipality or a company that the municipality has used to outsource. Across the board, sewer charges are typically higher because bad water has to be treated. Neither the property owner nor Think Utility Services has any control over the water/sewer rates that are being charged. It is illegal to add any monies to the charges that are being assessed by the municipality. Looking in our billing system, the water is being charged by Gladeville Utility. The sewer is being charged by the City of Lebanon. I have reviewed the property Prebill reports since we began assessing the sewer charges and every resident is being charged for sewer. It should be noted that the water/sewer charges that are assessed to each resident are water/sewer recovery monies for the property. Water submetering is a cost recovery program for an owner, it is not a money maker. They are simply recovering the cost of water/sewer that each resident was billed for based upon the consumption in each unit. It is true that we cannot comment on other resident accounts to another resident. There is privacy issues in regards to each account. I hope you find this information helpful. Please let me know if there is anything else that you need.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Think Utility is stating that I owe $12.07; however, the account was satisfied. When I called I was informed this was a deactivation fee. I was never informed of such nonsense regarding Utility nor was I provided this in written agreement. I rent a condo unit and this their billing company. Think Utility billing is inconsistent which your invoice does not come on the first week of every month 1st-7th, sometimes 8th-15th and other instances 16th-20th it causes multiple late fees due to Think Utility random billing practices. My July 2021 bill did an email in August 2021. I was charged an $18 late however;miraculously in September 2021 . Now that did not informed the owner of unit which requested that all bill be forwarded to Deluxe Realty that send this bogus bill to me.

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/17) */ My name is James A. and I am the Senior Account manager with Think Utility Services. I received the account and will provide some helpful information. Think Utility Services has a contract with the property to provide a water/sewer billing service. We do not have contracts with each individual unit owner or renter of the unit. Our billing contract with the property does list the Billing fee, move in/out fee, late fees, etc. When an account is opened, an activation fee is charged. when an account is closed, a deactivation fee is charged. This is not unusual, it is simply the cost to cover for the labor to open/close accounts. This property has a scan system which requires a technician to be onsite every month. We try to stay consistent with the same read date. Some read dates may be off by a few days as we do not schedule techs on the weekends. For this property, invoices tend to go out between the 8th-12th of the month (on average). Regardless of what day the invoice goes out, each invoice carries a 20 day turnaround. Its very important to note that every resident has the ability to have online access to view their account status 24/7. In looking at this account, Ms. ******* had online access to her account. We also offer Free E-bill service. Instead of receiving a paper bill, the resident would receive an e-mail as soon as their new bill amount was applied to their account. This way, folks can make payment arrangements right away. The August invoice in the amount of $62.24 was due on 8/29/21. A late fee of $18.00 was assessed on 8/30/21 due to no payment. On 9/8/21, a payment was made online in the amount of $80.24. Additionally, we do not know when folks move in/out of a unit unless notified by the person (calling customer service) or by the property office/ management office direct. Whenever a resident calls, we have to verify with the unit owner and/or the property staff of the move out. We cannot open/close accounts with only verbal information. In this case, the account had been invoiced up to September 2021 with usage up to 9/3/21. After receiving confirmation of the 7/31/21 move out date, our Billing Department made the necessary financial adjustments to the account. The final balance was listed as $12.07. In consideration, I have adjusted off the $12.07. The balance on the account is zero. I hope this information helps to resolve any questions in regards to the Billing. If you need anything else, please let me know. Thank you. Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because the adjustment to my account for a balance of $0;in addition, I am no longer have an account that this company is managing.

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