ComplaintsforOnePoint Technologies, Inc.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They stole ****** from me! I dont know them, they used 3 accounts to come at me

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted the company about 6 weeks ago regarding the unusually high **** and they told me that they would investigate and reach back to me, but still haven't heard anything. The statement date was 04/01/2022, and the service period is from 2/26/2022 to 03/25/2022 I was out of the country during the entire service period, yet my **** is higher than the previous month which 3 people in the house for the entire month. I would like to get the **** adjustment. Account number is ************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am ********************************* and submitting this complaint myself and there is no third party involved.I, *********************************, consumer, natural person and original creditor Of my social security credit card is being damaged by *************. for making me pay for a **** that is already paid for by ***************** due to 18 USC 8. I tried to send them back the negotiable instrument ( accepted for value / **** of exchange) they sent me on the 24 of February 2022 in which was delivered on the 26 of February 2022.The registered mail number is: RE014456722US. In saying so I called multiple times and gave them the registered mail number to locate the mail item in which they didnt until today the 3 of March 2022. In doing so have caused me a lot of stress and they said they werent able to take this off my statement until a supervisor checked over on it (they said it will take 3-5 days to do) which caused me a damage of $337.95 because I was forced to pay it or my rent couldnt be paid and now *************. is in violation of 2010 Georgia Code TITLE 11 - COMMERCIAL CODE, ARTICLE 3 - NEGOTIABLE INSTRUMENTS,PART 6 - DISCHARGE AND PAYMENT 11-3-603 - Tender of payment. In saying so is blocking me from paying rent until I paid for it but how could I pay for something that is already paid for!They are also in violation of 2010 Georgia CodeTITLE 11 - COMMERCIAL CODE, ARTICLE 3 - NEGOTIABLE INSTRUMENTS,PART 1 - GENERAL PROVISIONS AND DEFINITIONS 11-3-104 - Negotiable instrument.

  Business response

  03/04/2022

  OnePoint is a third party billing company.  Being a 3rd party to the mater removing unpaid balance from an account is not to our discretion.  We have forwarded all documentation provided to property management of the community in which ********************** lives.  It is to their discretion if balance is removed from the account.  To expedite process I request documentation to substantiate this statement "already paid for by *****************."  We would also like to site inconsistencies in this complaint.  ********************** states "I am ********************************* and submitting this complaint myself and there is no third party involved." yet the forename on the account is not the same.  Please clarify.

  Customer response

  03/04/2022

   
  Complaint: 16832589
  
  I am rejecting this response because: I clearly stated there is no third party involved because no one made me do this but the unfair business *************. is doing and violating these codes listed in the original complaint. Shown above is the negotiable instrument I sent on the 24 of February 2022 in which forced me to pay again one  because my account was blocked 
  from paying rent due to them not taking my legal tender as payment . I called them on the first and the third to get them to get the mail in which they didnt until the third and then stated I needed to wait 3-5 days for a supervisor  to handle this matter . In which if i did would of made me have to pay another fee to my rent sinc eit was blocked because they didnt know how to handle this matter .
  Sincerely,
  
  *********************************

  Business response

  03/07/2022

  We are a 3rd party billing company with no discretion in the matter.  The documentation forwarded was given to the property who rejected it as a legitimate form of payment.  Therefore, OnePoint will not accept as such.  We are considering this matter and all appropriate due diligence complete.  ********************** should rout his inquiry appropriately going forward.  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my water **** to Onepoint Technology of $71.25 plus tax which was $75.20 on January 18th 2022, I called in late January after getting a late notice from my building complex, so I paid it again to avoid my water being turned off.. The next morning I called to find out what happened to my payment, I was told it was returned to my bank on January 19th called my bank I was advised it never was returned.. Called Onepoint back I was told to email the billing department so they can investigate this happened in January I was told my payment will go over to ************* my complex and they have not received a payment yet It is now March 2022 and I have not received my payment back, I called several times was told someone will call you back, never heard from anyone. Today I called both my complex and Onepoint and still have not resolved the issue.. I received a email telling me to send in proof that my payment went through.. please can I get some help I dont know what else to do I also escalated this issue to a supervisor per ******* who answered the phone and told me there was no corporate office

  Business response

  03/07/2022

  Good day, thank you for bringing this situation to my attention.

  Miss ***************** recently switched to a billing protocol where we no longer accept payment.  Her payment posted to the account while we were in process of this transition.  As a normal part of this process all monies on accounts are transferred to the leasing authority's ledgers.  Unfortunately, this payment literally posted to the account while the transition process was executing. This is the cause of the confusion and erroneous information given by customer service team.  Upon researching and confirming ***************** did not receive the refund I executed the refund today.  It will show on her side within 1 or 2 days. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My water **** is incorrect. I have taken pictures and shown proof and have not had any adjustments to my ****. I have communicated with management and no solutions. This has been going on for 5 months, however I only have 3 months of proofs. I have attached images below.

  Business response

  02/04/2022

  
  February 4,2022
  
  
  Better Business Bureau of Metropolitan Atlanta
  503 ********* #***
  *******, ** 30349
  
  RE: BBB Complaint 43339826-D8328 *********************
  
  Thank you for reporting this complaint to us.  OnePoint is a sub-metering and billing company contracted by the owners of apartment communities to **** residents their portion of the water used at the property.  The metering system is not ours.  Nor do we collect any monies.  I have confirmed the billing was in fact generated correctly based on the reads from the propertys metering system.  I also found the property did in fact reach out to us and request we calculate credits at their discretion.  I reached out to property management, advised of his inquiry and requested details. However, because we do not collect money, only create and deliver bills.  ******************* is the appropriate course of resolution.
  
  As a 3rd party responsible for reading the meters and generating bills we must do our best with systems that are not ours. When issues occur, we communicate and resolve things through appropriate channels to the best of our ability. We have been in business for 2 decades;our practice is rooted firmly in transparency and integrity.  To that end we welcome direct inquiry at ************ or ********************************************** .  Our goal is complete customer satisfaction.  We appreciate Angelys patience and understanding in this process.
  
  
  Regards,
  
  *************************
  OnePoint Technologies

• Initial Complaint

  11/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  One Point is charging me monthly for excessive water usage. My **** continues to increase. I am the only person living in my apartment. I've had my unit checked for leaks and was told that I had no leaks. When reaching out to One Point I always get the same robotic generic answer from them. This business is taking advantage of people like me whose hands are tied because they are the chosen utility company for the complex I live in. I would really appreciate if BBB would look into this issue. Acct #DCY-00372789. Thank you!

  Business response

  11/30/2021

  Contact Name and Title: *************************
  Contact Phone: ********************
  Contact Email: ****************************************
  November 30, 2021
  
  
  Better Business Bureau of *****************************************************************
  
  RE: BBB Complaint Case# ******** (Ref#**-4002007-********-7-401)
  
  Thank you for reporting this complaint. OnePoint is a sub-metering and billing company contracted by the owners of apartment communities to **** residents their portion of services used. As a 3rd party, we read meters and generate bills accordingly. This reading system nor any system in place in her community is owned by OnePoint. We do our best to help diagnose and amend issues. However, execution is not to our discretion.
  
  ******************* is billed using a partial allocation method. This means her meter measures only hot water usage. Because no one uses just hot water, we use a Partial Allocation Multiplier or *** to calculate the total billed amount of usage. The rate structure is applied to total usage to calculate **** amount each month.
  
  To calculate the ***, we use total water from the statement her community receives from the local water authority and divide it by the total number of hot water gallons used. Because these variables change month to month, the multiplier will change commensurately. The current month's *** is listed in the message center on all statements.
  
  As a billing company in operation for two decades, feedback is welcome, it helps facilitate enhancement of our service package. We're proud of the integrity of our practice. I've researched this account extensively and can confirm there has been no error in the billing generated. Therefore, we cannot adjust the billing in any way. We greatly appreciate the BBB's desire to resolve matters based on fact and fully support your commitment to objectivity.
  
  Regards,
  
  *************************
  OnePoint Technologies
  

  Customer response

  12/15/2021

   
  Complaint: 16325896
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  *************************

  Business response

  01/06/2022

  First and foremost I would like to share that the reason for delay in response is due to functionality issues with the new BBB website.  Links previously sent were not accessible.

  In direct response to the refusal of our previously submitted response which is attached here, I have submitted also the summation email sent to *******************.  Please note,  property management is copied on the communication.  This is a simple matter of researching meter system functionality and ensuring accuracy.  Upon completion of our due diligence in this area our responsibility is wholly satisfied.  The bills we have created were correct based on the readings from the meter associated with this unit.  The property, as sighted by *******************, confirmed there are no leaks.  Therefore, she has used the water for which she has bee accurately billed.  I have also attached the unit usage report and the most recent **** generated.  As you can see the billing is perfectly in line with the readings and usage of the meter specific to her unit.

  As a billing company facts and integrity are paramount.  Her refusal presents as illogically based.  If by robotic, she is alluding to our continued response on many fronts as consistent, accurate, coherent and transparent.  We completely agree.  Therefore, we are considering this matter complete.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The complaint is about: Onepoint Technologies, Dunwoody Courtyards Apartments-Lincoln, and BBB. BBB - is set up to discourage complaints and then grades companies based on the number of complaints received and not research, and the only thing good about the BBB is that you might post a few complaints about legitimacy. Onepoint Technologies/Dunwoody Courtyards/Lincoln Apartments - Are riding off its customers! *I have been a consumer of these companies for Three years now, and I am furious! Dunwoody Courtyard Apartments, along with its Water company Onepoint are the worst. I am paying $182.56 this month for hot water, which is a charge based on the usage at the complex, and it continues to go up. The noise from above neighbors walking on the tin ceiling is nearly unbearable. My wife, I have stayed because of the location and the management agreeing not to raise our rent now a $1240 plus fee on the one bedroom. I am complaining because we are stuck here until February under these dreaded conditions. Michelle in the leasing office is a disaster and no help! She has managed to claw her way up to the lead apartment representative. She is disrespectful to the apartment residents. *** Spread the word! ***

  Business response

  11/16/2021

  Business Response /* (1000, 8, 2021/11/04) */ November 4, 2021 Better Business Bureau of Metropolitan Atlanta 503 Oak Place #590 Atlanta, GA XXXXX BBB Complaint Case# 27854177 (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) Thank you for reporting this complaint. OnePoint is a sub-metering and billing company contracted by the owners of apartment communities to bill residents their portion of services used. We are a 3rd party billing company, billing under the Partial Allocation method. My research indicates no error in reading or billing. We've been in business over 17 years complying with all governing bodies and regulations and consistently review our procedures, protocol, and practice. Dunwoody Courtyards, is billed based on a partial allocation system. This means that the meter attached to Mr. William unit meters only hot water. Because no one uses just hot water, we use the Partial Allocation Multiplier or PAM to calculate billed amount of usage. This number is then used with the rate structure listed on the statement to calculate the bill amount each month. To calculate the PAM, we take the water usage from the communities master bill and divide it by the total number of hot water gallons used in the community. Because the total amount of community water usage varies from month to month, the multiplier may also change with each bill. The current month's PAM is listed in the blue message center at the bottom of the statement. This is a nationally accepted billing method used where all water supplied to a unit does not come through one pipe. As a 3rd party we believe this satisfies our obligation in answering our part of his complaint. Please let me know if there is more, I can do. We also encourage anyone with questions to contact our customer service team directly at 770.528.5999. Regards, ****** ****** OnePoint Technologies

• Initial Complaint

  09/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a frivolous water bill for the period 7/16/21-8/16/21. The bill alleges I owe $245 for a single occupant in a condo unit. The bill is calculated based on 14,000+ gallons of water use. The meter readings on the bill are patently false. The last meter reading per the invoice is 9,920, but the meter is running in the 18,600 range on 8/20/21, four days after the alleged meter reading. The meter readings are supposedly done through a digital transmitter. If the meter or transmitter is not broken, why doesn't the meter readings match? This company refused to address the numerical discrepancies in the bill and insists the $245 bill is correct. I have an email from the company admitting that my unit has been improperly billed since December 2020 due to their error. If they concede that they have mismanaged my account for the past year, why should I believe the bill in dispute is accurate? The numbers on their own bill doesn't make sense.

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/24) */ Contact Name and Title: ****** ****** escalations Contact Phone: ************ ext 127 Contact Email: *********@onepointtech.com Thank you for reporting this complaint to us. OnePoint is a sub-metering and billing company contracted by the HOA to bill residents their portion of the water used at the property. In this case the information that ID's Miss Xi's meter in her community data collection system was crossed with another unit. Meaning the information from the 2 meters was crossed in the data collection system. Therefore, the #'s on the bill did not line up with the #'s on her meter. We have explained this quite extensively in the email communications attached to this response. The other unit was using much less water than Miss Xi''s. Therefore, she was erroneously and substantially underbilled due to our error. Upon rectifying the error Miss Xi was billed correctly based on her actual usage. Now that it has been rectified billing will align going forward. The metering system is not ours. Therefore, we reached out to property management, advised of this inquiry, and are working with property management to ensure it is rectified appropriately. This has also been relayed to Miss Xi by both OnePoint and her property management. We are in the process of collecting all the information needed to ensure the situation is amended appropriately. Property management visited the unit yesterday and relayed information that our metering department is currently reviewing. As a 3rd party responsible for reading the meters and generating bills we must do our best with systems that are not ours. A keying error on our part was the cause. However, because this is a matter of crossed information, we have all the accurate information needed to rectify. When issues occur, we communicate and resolve things through appropriate channels to the best of our ability. We have been in business for 2 decades; our practice is rooted firmly in transparency and integrity. To that end we welcome direct inquiry at ************ or ***************@onepointtech.com . Our goal is complete customer satisfaction. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) OnePoint completely fails to address why the meter readings on their bill do not match the actual meter, especially if they allege the billing issue has been "fixed". The meter is not the HOA's property, it is in fact OnePoint's equipment, installed and maintained by OnePoint. Further the meter reading on the bill they claim was switched with my mine does not match the actual meter either. WHY DOESN'T THE BILLS, my bill and the switched bills, MATCH THE METER? They cannot bill a customer based on MADE UP numbers. They just sent me another frivolous bill for 8/17-9/15, this time over $260. The numbers on their invoice again does not match the actual meter. This is absolutely unacceptable. I have reported this issue to state and municipal authorities and will be pursuing criminal action against this company for false billing and deceptive business practice. I have given them multiple opportunities to do the right thing and they have failed. They have a legal and contractual obligation to bill the correct amount. Business Response /* (4000, 11, 2021/10/08) */ Miss Xi's statements are false as evidenced by the emails previously. I have personally explained the issue in great detail, and provided all documentation to needed to substantiate our position. I have apologized for our error, I have rectified it, and communicated with direct follow up via email. We will not continue to entertain her false accusations and must insist they are not posted to any public forum.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  OnePoint manages the water/sewer utility for my rental community and refuses to provide details about the over 50% increase in base charges for water and sewer. They are claiming that the last utility billing company was using 3-5-year-old rates but I have verified that the rates were accurate (see uploaded statements from Realpage on a monthly basis). Also the City of Savannah verified the rates were accurate as of their rate change April 2020. This company practices predatory billing and refuses to provide adequate details. It took them over a month to "do an audit" and respond to me. They could not explain their audit process or what steps they took to determine their billing was accurate and/or if it was in line with the City's current rates. Per my lease I am only responsible for the sub-meter for my unit however I believe the property management company is building in additional fees for the common space which is a violation of my lease.

  Business response

  09/23/2021

  Business Response /* (1000, 8, 2021/08/31) */ Contact Name and Title: Daniel ****** escalations Contact Phone: 770.528.5999 ext 127 Contact Email: *********@onepointtech.com August 26, 2021 Better Business Bureau of Metropolitan Atlanta *** ********* **** Atlanta, GA XXXXX RE: BBB Complaint Case# 27844166 (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) Thank you for reporting this complaint. OnePoint is a sub-metering and billing company contracted by the owners of apartment communities to bill residents their portion of services used. As a 3rd party billing company, we read meters and generate bills based on the readings gleaned from the property's metering system. We also calculate base rates to appropriately allocate common use area equitably among the community using them. Mr. ********' convenance of information is not appropriately accurate. The email attached to our response will show OnePoint has provided the details his complaint asserts we "refused to give." In writing, on 8.20.2021 we specifically stated we "cover all cost incurred by the property." The same day, to promote clarity we stated, "this includes common area usage." I would also directly refute his assertion "They are claiming that the last utility billing company was using 3-5-year-old rates." As you can see, this statement is to provide example of the thorough nature of our extensive audit process. We will not outline specific proprietary process and procedure but are entirely confident they are legal and ethical. Please note, the same email clearly states "I cannot speak for the previous billing company. Nor am I relaying any information specific to any other billing company or your specific situation." We also clearly state the logic behind our base rate being more than the stated city rate. In closing we assured him we are operating pursuant to his lease agreement. As a billing company in operation for 2 decades, we welcome legitimate feedback. It helps facilitate enhancement of our service package. We are very proud of the integrity of our practice. Therefore, we take direct misrepresentation of facts in public forum very seriously as it can impact our business and in turn the lively hood of our employees. We greatly appreciate the BBB's desire to resolve matters based on fact and fully support your commitment to objectivity. Regards, Daniel ****** OnePoint Technologies Consumer Response /* (3000, 10, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The resolve is a bill with the base charges broken out by community versus my unit, and an explanation to why the charges doubled from the previous company when the city did not increase their water rates. Per the files attached, Mr. ****** stated in his email that the previous company charged 3-5 year old utility rates resulting and warranting in new base charges that are more than 50% higher than Realpage's. I have attached a year's worth of Realpage's history to demonstrate their base charges compared to Onepoints. They have yet to explain why their charges increased at such an exorbitant amount. Onepoint has yet to breakout the base charges to explain the costs between the community space versus my sub-metered unit. As a resident, I have a right to understand why the base charge has doubled and it is their responsibility to communicate this to all residents. Onepoint's position if you don't pay, have Lincoln property management proceed with collections for non-payment which is not due process. This is predatory and a deliberate tactic to charge a premium on top of their administrative service charges. I am also sending my complaint to the consumer protection bureau. This company has thousands of complaints regarding the same issues. Business Response /* (4000, 12, 2021/09/01) */ September 1, 2021 Better Business Bureau of Metropolitan Atlanta *** ********* **** Atlanta, GA XXXXX RE: BBB Complaint Case# 27844166 (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) Entertaining, discourse and/or debate regarding written word and false allegations is not prudent in resolve. We stand solid on our response and the integrity of our practice. We have provided the explanations Mr. ******** has requested. And will not continue to reiterate. His allegations are false and ungrounded. We consider them slander. Regards, Daniel ****** OnePoint Technologies . Consumer Response /* (4200, 14, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided documented proof. I will not change my basis for resolve as what I am requesting, as a resident, is reasonable and fair. Onepoint has not provided details to the increasing rates for the community utility expense base rate versus my unit. I've already confirmed with the city of Savannah that the water/sewer rates did not change for 2021. This is a new property less than 2 years old so 3-5 year old water/sewer rates aren't applicable in this matter as Mr. ****** stated in his email. As stated in my explanation and documentation submitted, the base charges are more than doubled without any explanation on their invoice. There is no breakout of fees segregating the community areas versus the base charges of my unit. It does not match what was charged by the previous utility company. Rates don't double in a month nor during a change in property management. OnePoint's hesitation to explain the increase is troubling. The resolve is to detail the utility rates for the units versus the community space on the invoice and explain the increase from realpage to OnePoint. Rates don't increase over 50% with a property/utility management change and if they do, a resident should be notified in writing prior to the change, which never occurred. Business Response /* (4000, 21, 2021/09/23) */ We have explained that the increase in base rates is due to OnePoint allocating common use areas to residents via the base rate. We will not share our client's specific billing information with Mr. ******** as it is unethical. Mr. ******** has our customer service contact information and is welcome to contact us with any questions he may have other than inquiry we have already answered.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to one point in regards to my water bill and sewer bill towards the end of May early June via phone. I realized via the meter that is in my home that is reading the water usage and the bill that I was receiving from one point showed different usage, and that I was being billed for more than what the meter was showing that I was using. I was then Contacted weeks later via email by Dan ****** on June 25, 2021 In regards to my complaint about my bill. Dan stated that they will be ordering a part and will be fixing The meter in my apartment and I could reach back out to the company once it has been completed to verify the meter readings, And to credit my account if I was not billed correctly. I have not heard back from Dan After numerous emails have been sent, calls have been made to one point only to be directed to email Dan given that this has been escalated. It is now August 11, 2021, and my meter has not been fixed nor have I received any responses from Dan via email.

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/08/19) */ August 19, 2021 Better Business Bureau of Metropolitan Atlanta *** ********* **** Atlanta, GA XXXXX RE: BBB Case# ******** (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) Thank you for reporting this complaint. OnePoint is a sub-metering and billing company contracted by the owners of apartment communities to bill residents their portion of services used. As a 3rd party billing company, we read meters and generate bills based on the readings gleaned from the property's metering system. Recently supply chains have been interrupted. Getting parts to service things has been delayed. Unfortunately, there is no way to expedite this process. It is beyond our control. As soon as we get the equipment needed for service will be executing accordingly. I informed Miss ****** I was looking into her inquiry on 6.25.2021. Upon completing the research needed I advised of the delay while we wait on parts on 6.30.2021. At that time, I advised service would be executed as soon as the parts arrive. Upon service we will use the average of 3 billing periods as a base line for any credits needing applied. Please accept my apologies for the delay and any inconvenience this has caused. We simply can not service her unit until the needed equipment arrives. Your patience and understanding would be greatly appreciated. Regards, Daniel ****** OnePoint Technologies Consumer Response /* (3000, 7, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept This response due to this being an ongoing issue with one point. After speaking with the property management, there are at least 16 residents who are needing meter replacements. It is not fair as a consumer of their services to continue to be billed based on an assumption of an average use in the apartment complex. This has now been going on for about three months. Over paying for services that I'm possibly not using is unacceptable. There has to be another solution to this issue as there is no definite date as to when this issue will be resolved so one point will continue to overcharge me for services that I know I'm not using per the bill. For the month of July I was charged over $100 for water services from one point and I was only home at two weeks out the month. There's no possible way are used 900 gallons of water Business Response /* (4000, 14, 2021/09/23) */ Again, we are not able to execute service without the materials to do so. We have shared this information with Miss ****** on several occasions. We have advised her that we will execute the service upon receipt of the materials to do so on several occasions. Until then there is nothing we can do. Our current global circumstance has caused supply chain issues unavoidable and beyond our control.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩