Business Profile

Billing Services

Conservice Utility Management & Billing

Headquarters

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Complaints

This profile includes complaints for Conservice Utility Management & Billing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

563 total complaints in the last 3 years.
156 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CONSERVICE
I am filing this complaint regarding an excessive electric bill issued by Conservice Utilities, the third-party billing company used by Atlas Athens Apartments, a student housing complex in Athens, Georgia.
The apartment in question belongs to my 20-year-old son, who is currently enrolled at the University of Georgia. I am a co-signer on his lease and therefore receive copies of all billing statements. His electric bill for the month of May came to $160, which is nearly triple the typical monthly bill of $50–$57 for this time of year.

When I reached out to inquire about the unusually high amount, I was told that Conservice calculates utility charges based on the total consumption of the entire apartment community, not on individual usage. This is deeply concerning and unjust. It means residents are being charged regardless of their personal energy consumption, and there is no transparency in how these charges are determined.
To make matters worse, Conservice refused to review or adjust the bill, dismissing the issue outright. This lack of accountability is especially troubling given that the electricity is provided by Georgia Power, and their rate structures do not justify this kind of price hike.
It is unacceptable to treat student residents—many of whom are financially dependent and just learning how to manage adult responsibilities—in this way. What should be a supportive housing environment is instead creating undue financial strain.
I am formally requesting:
1. A detailed breakdown and review of the May 2025 electric charges for my son’s apartment.
2. An appropriate adjustment or refund based on actual, fair usage.
3. A commitment from Conservice and Atlas Athens to implement transparent and equitable billing practices that protect student renters.
This complaint is not just about one inflated bill—it’s about holding utility billing companies accountable and ensuring that college students are not being unfairly burdened by exploitative practices.
Business Response
Date: 07/31/2025
******* - I am sorry for the frustration. To clarify, Conservices is a third-party utility management and billing company contracted by the leasing office to handle the utility billing for your son's community. We simply bill each resident according to their lease.

At Atlas Athens, residents are not billed according to their individual electricity usage as you stated. They are billed a portion of the overall bill for the community’s electric services as outlined in their lease. The total amount is divided among the residents based on the occupancy and square footage of their unit. Deshawn is billed based on 1 occupant and 730 square feet. The electric charge can vary from month to month depending on the total amount received from the electricity company.

Since this billing method is based on the total community bill, there is not a way of knowing how much each unit uses individually. Due to this, even when a resident is not present in the unit, they will still receive an electricity charge regardless of their individual usage. However, we do make the billing as specific to each unit as possible by calculating the charges based on the occupancy and square footage. Please note, those with more occupants and a higher square footage will pay a larger portion than those with one occupant and less square footage.

In reviewing the most recent bill due 08/01/25, we found there was an error in the billing that caused residents to be overcharged. We have corrected this error and have issued the following credit to your son's account:

Electricity - $-97.34

This credit should reflect in the portal with the leasing office directly. I am sorry for any inconvenience and/or confusion this issue may have caused. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
final electric bill on move out for Midtown apts (Conservice) in Gainesville hiked up the meter/price and used the highest amount to charge me last 3 months. Lived there for 4 years and have all meter readings consistent until the last one which doubled. This is fraud and they probably do this to many students moving out and get away with it because they dont have 4 years of receipts. They refused to re-read the meter when we called for help but admitted it seemed odd.
Business Response
Date: 07/30/2025
******** - I am sorry for the frustration. In reviewing your account, I see a request has been submitted to review both the 08/01/25 bill and the final statement further. Requests such as this typically take 3-5 business days to complete but can take longer if necessary. Once we have an update on this request, we will let you know. Thank you for your continued patience. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 08/05/2025

Complaint: 23641567

I am rejecting this response because: still waiting for adjusted bill, had to have the property management read the meter and as we said Conservice was way off

Sincerely,

******** ****
Business Response
Date: 08/12/2025
******** - I am sorry for the frustration. We have been working with your leasing office directly regarding these statements and confirmed you can follow up with them regarding any updates on this situation moving forward. I am sorry for any inconvenience this may cause. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:07/19/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I renewed my lease with Elme Eagle Landing back in June. This morning, I received a statement from Conservice for over $3,000 which is not correct. The information in the community website with my account is correct. This company did this same foolishness last year and did not update my account when I renewed my lease, then they have the nerve to send the statement out on a Saturday when no one can contact them. I have proof that I renewed my lease, and this information needs to be updated accordingly.
Business Response
Date: 07/25/2025
**** - I regret to see you have not contacted our Customer Service Team in regards to your concerns. Please note, our Customer Service Team is available by phone or you can chat with a live agent online at *********************. Agents are available Monday-Friday from 6 am-6 pm MST by phone and 6 am-8 pm MST by chat. ****** *** ***************************************************************************************** for more information on how to contact us.

In reviewing your account, I see the utility billing has continued as usual on the 08/01/25 statement for services from 06/01/25-06/30/25. The only discrepancy I found with this statement is the rent charges appear to be doubled in error. The rent/lease charges listed on your Conservice statement are received from the leasing office and included on your monthly bill for your convenience. Since all payments for both the rent and the utilities are made with your leasing office directly, any discrepancies with the rent/lease charge amounts would need to be taken up and fixed with them. I am sorry for any confusion or inconvenience this may have caused.

If you notice any discrepancies in the utility charges specifically, we would be happy to assist further. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 07/25/2025

Complaint: 23623830

I am rejecting this response because: I contacted the leasing office and they informed me you are in error with the leasing charges, in fact your company does this quite a bit to people. Get your act together and keep your records straight. The complex is not at fault.

Sincerely,

**** ******
Business Response
Date: 08/04/2025
**** - As previously stated, we pass along any rent/lease charges as received from the leasing office. The rent/lease charges on your 08/01/25 statement were duplicated on our side in error. I am sorry for any confusion and/or inconvenience this may have caused.

Since all payments are made with your leasing office directly, the property management should be able to correct the amounts in their system before any payment is made. Going forward, these amounts should reflect correctly on future statements. Please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 08/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23623830, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:07/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Conservice is a predatory company that contracts with apartment complexes to be the middle man between the consumer and the utility company. They get the bill from the utility company and charge a monthly service fee ($5) to give that bill the the consumer. The consumer can not opt out of this service. Conservice also charges $50 vacant service fees even if you do have electric service directly with the utility company and even if you do, they will still charge it and then put the burden of proof of the consumer to take that $50 fee off. When you call their number (**********) and ask to unsubscribe/not do business with them, they say sorry, we contract with your apartment complex, so you can't.
Business Response
Date: 07/16/2025
******** - I am happy to see you have been in contact with our Customer Service Team in regards to this. To confirm, Conservice is a third-party utility management and billing company contracted by your leasing office to calculate and manage the utility billing at your community. We simply bill according to your lease. Conservice bills residents according to their lease start date and lease end date. Once your lease has ended, your Conservice account will be closed at that time. However, while your lease is active, there is not a way to opt out of the services provided by Conservice. I am sorry for any inconvenience.

The monthly service fee covers processing and consolidating your charges onto one billing statement. It is similar to fees other utility or service providers may charge to provide similar services.

If a utility should be in a resident's name but we receive a bill for it, this typically means the resident does not yet have services in their name which goes against the terms of their lease. This is when vacant charges can occur. Conservice passes along any utility charges as received from the local utility providers along with a Vacant Service Fee for processing a bill when it should have been in the resident's name. Please see ******************************************************************************************************************* for more information.

In reviewing your account, I see you have confirmed the electric services were switched to your name as of 05/08/25. Due to this, you should not receive any further Vacant Electric charges or Vacant Service Fees as of this date. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:07/01/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My lease management company Pathlight - per my lease required me to leave water and sewer in the owner's name and it would be billed through Conservice (which adds a $9.95 monthly fee) and paid with my monthly rent. In January of 2025 service of my lease was moved to Tricon Residential. Around that same time a notice was sent indicating that we could choose to move the services into our own names. When the Conservice Bill due May 1 arrived instead of the "Service Fee" of $9.95 there was a "Vacant Service Fee" of $50. The overall total on the bill was close to what it had been in recent bills so I didn't notice it. Then in late May the bill due June 1 arrived also listing this charge. had a conversation on 5/21/2025 via their chat and was informed the fee was for anyone who didn't transfer the water and sewer into their name. Within the back and forth I asked why there was no notice. (from the transcript) "I do apologize, but Conservice don't send notice. Your leasing office should have advised you and it also would be on your lease which utilities should be set up in your name to avoid vacant charges" NOTE: I signed my lease in February of 2024 and the Utility & Service Addendum clearly states Water, Sewer, and Trash were to stay in the owners name, not mine. I have a 2 year lease so this is legally enforceable. Later that evening I signed up online to transfer the services, and received a call back Friday 5/23 requesting a new service fee and deposit - and Monday 5/26/2025 the water was in my name. Now the end of June, I receive what should be the final Conservice bill and they charge me AGAIN a vacant service fee.
Business Response
Date: 07/08/2025
*********** - I am happy to see you have been in contact with our Customer Service Team in regards to this and were able to speak to a supervisor. To confirm, when you were with Pathlight, Conservice was billing for the water and sewer which means the utilities remained in our name. However, once Tricon took over, all utilities were to be switched to the resident's name as of their lease renewal date. If this was not done by their lease renewal date, any bills received for the utilities would be processed by Conservice along with a Vacant Service Fee due to the resident not having services in their name when they should have been. ****** *** ****************************************************************************** for more information regarding Vacant Service Fees.

In reviewing your account, I see there was a lease renewal as of 03/01/25. Since the water and sewer were not switched to your name until the end of May, we received and processed water and sewer bills for the time services should have been in your name. Due to this, you were charged a Vacant Service Fee for each month these bills were processed. The most recent statement due 07/01/25 covers a service period up to when services were switched to your name from 04/09/25-05/27/25. Due to this, you should not receive any further utility charges or Vacant Service Fees from Conservice as long as the water and sewer remains in your name going forward.

If in the new lease signed it does not outline that water and sewer should be in your name, we would be happy to review this further. Please feel free to send a copy of your renewed lease to ****************************** for further review. In the meantime, please feel free to reach out to us online at www.utilitiesinfo.com with any additional questions.
Initial Complaint
Date:05/30/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am essentially being scammed by Conservice as they are taking advantage of a lease transferral from my previous property management company, *********, to the current management company, ******. I resigned my lease in January, which was to take effect in March of 2025 under the previous company. Through all onboarding materials and transfer information, I was assured that my lease would simply be absorbed by ****** and would still hold all the same terms. I have that in writing on several occasions. Just to be absolutely clear about this, my current lease that I can access through my Tricon portal still says Pathlight at the top. I say all of this to get to the issue at hand: Conservice is now charging me a "vacant service fee" on my utilities every month because they are claiming that my name doesn't match the name on the utilities, which has not changed for the 15+ months I've lived at this residence. My contract has not changed, and none of my billing information has changed. I have tried for tens of hours at this point to resolve this internally and every representative I've spoken to at either Conservice or Tricon has told me they can't do anything and to reach out to the other respective company. I have individually contacted every single one of my utility providers that are paid through Conservice and they have all confirmed that the billing information on those accounts has not changed since I moved into this residence in March of 2024. This is also not a problem unique to me - it is so prevalent of an issue, that Conservice has added this "Vacant Fee" issue as an option in their automated customer service hotline responses. Literally nobody at either of these companies is making any effort to resolve this and I am just being scammed into essentially doubling the cost of my utilities every month. If you need more information from me don't hesitate to reach out and I will get back to you ASAP.
Business Response
Date: 06/06/2025
******** - I am sorry for the frustration. I am happy to see you have been in contact with our **************** Team in regards to this. To confirm, when you were with Pathlight, Conservice was billing for all utilities which means the utilities remained in our name. However, once ****** took over, all utilities were to be switched to the resident's name. If this was not done, any bills received for the utilities would be processed by Conservice along with a ************** Fee due to the resident not having services in their name when they should have been.

In reviewing the lease you provided through our online chat team on 05/30/25, it shows all utilities should be in the name of the resident. On page 33, there is a chart showing which utilities are "RESIDENT PAID DIRECT-BILLED UTILITY (Paid by Resident to Provider)." In this chart, it has the electricity, gas, water, sewer, and trash marked in this category. On page 34, there are further instructions as shown below:

"2. a. RESIDENT MUST CONTACT EACH RESIDENT-PAID DIRECT-BILLED UTILITY
PROVIDER (most commonly, electric and gas service), AND TRANSFER ALL
RESIDENT-PAID DIRECT-BILLED UTILITIES TO THE NAME OF ONE OR MORE
RESIDENTS WITHIN 72 HOURS AFTER THE COMMENCEMENT DATE.
2. b. If Resident fails to transfer, commence and directly pay for all Resident-Paid Direct-Billed
Utilities (to the extent transferrable) within seventy-two (72) hours after the Commencement
Date, then such failure shall constitute a default under the Lease and Resident shall pay Owner
the Utility Failure to **************** Fee for each month (not prorated for a partial month)
Resident has failed to so transfer all Resident-Paid Direct-Billed Utilities."

Due to the above, all utilities listed need to be switched to your name going forward. Once utilities are active in your name, you will no longer receive ************** Fees as of the date the utilities are switched. I am sorry for any confusion this situation may have caused. Any other questions regarding your lease terms can be taken up with your leasing office directly. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:05/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to get answers as to why the charges to my rent/utility bill have remained the same or increased even though when I moved in when hardly anyone lived here and now the community is nearly full. These charges are to be divided evenly among all the tenants, so the bill should have steadily decreased. I called Conservice on 5/13/2025 for an explanation and no one would provide one. I was told they would send me an email containing the breakdown of the charges and one to show the total charges coming from the community expenses ( gas, trash and electric). After 10 business days no email was received. I called again on 5/27 to ask why I did not get this email and when I could expect it. The rep told me she did not even have the documentation and that the request was still open. So my question is how was the bill produced from last months expenses if there was not documentation of charges from the community? Since no explanation could be provided from the rep, my assumption is that they are simply making up numbers and charging whatever they feel like to the residents of this community. I see there was a class action suit based on this same issue. I moved into this community when it was a new property. The grand opening occurred after I moved in. Now there is only maybe 20 vacant apartments and people have since moved in and out. This would indicate more tenants to split the overall bill making my bills cheaper. This has not happened in fact, most of the bills are the same or somewhat higher. I need an full explanation of charges and possibly a reduction of charges to my bill and/or a credit if one is due.
Business Response
Date: 06/03/2025
********* - I am sorry for the frustration. To clarify, at *****, you are billed a portion of the overall bill for the community’s water and sewer services as outlined in your lease. The total amount is divided among the residents using a multiplier based on occupancy. You are billed based on one occupant. The trash is billed in the same way and the common area electric and common area gas are billed in a similar way but are split among all units equally. With these bill methods, your utility charges will flucutate each month depending on the total amount received from the local utility providers.

For properties that bill according to the community bill such as this, the total community amount is not typically listed on a resident's bill as this is proprietary information. If a resident requests to see the total bill amount or the formulas used, a request needs to be submitted to confirm with the leasing office that this information can be passed along. I am happy to see the requested provider bills have been sent to your leasing office for further review. If you have not already, you can follow up with your leasing office directly regarding these bills.

The formulas used to calculate the 05/25 bill were also sent to you in an email on 05/29/25. Listed below are the calculations used to generate charges for common area gas, common area electricity, and trash:

Common Area Electric: Provider Cost - $3406.15, Total Units - 210, Cost Per Unit: $3406.15 / 210 = $16.22
Common Area Gas: Provider Cost - $2231.01, Total Units - 210, Cost Per Unit: $2231.01 / 210 = $10.62
Trash: Provider Cost - $2856.41, Total Multiplier - 277.80, Cost Per - $2856.41 / 277.80 = $10.28, Resident Multiplier - 1, Resident Charge: $10.28 x 1 = $10.28

We have confirmed all billing is correct and no adjustments are necessary. Please feel free to reach out to us online at www.utilitiesinfo.com with any further questions.
Customer Answer
Date: 06/03/2025

Complaint: 23382455

I am rejecting this response because: I was promised the actual document to be sent to me according to the representative I spoke to. Writing numbers in a space does not prove billing information. I don’t believe that the costs are that high. Now you’re going back and saying it’s proprietary information that I’m not allowed to view it. You also told me on the phone that I could get the documents from the property management cause you sent it to them. So far, I’ve gotten nothing but the runaround and multiple excuses that don’t add up and still I don’t have an actual bill to prove charges, which is what you legally have to send me. I also want to point out that there are other customers who have gotten the actual bills from you guys from other states and other properties as I have seen these documents online. Stop deceiving your customers and send the billing information as requested. This case will not be closed until I get an actual copy of the bills to prove charges.

Sincerely,

********* ********
Business Response
Date: 06/10/2025
********* - I am sorry for any confusion. As previously stated, when a resident requests to see the provider bills, this request must be approved by the leasing office as this is proprietary information. We have sent the requested provider bills to your leasing office to be passed along to you from there. Please follow up with your leasing office directly regarding viewing the provider bills as requested. Please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My property management company began using conservice to handle the utilities, which is not in my lease agreement, they charge me a $50 vacant utility fee, which is also not in my lease agreement.

I left them a 1star review complaining about this issue and they told me I could send a copy of my lease proving that the $50 fee is not in my lease agreement. And I don’t think anyone actually reviewed my lease because they replied and told me the fee is valid, and I’m not sure what they’re basing this on.

They are crooks and taking advantage of customers that have no power to fight them. I will be reporting this to tenants rights groups.
Business Response
Date: 04/28/2025
**** - I am sorry to hear about your negative experience. We will follow up on this. In reviewing your account, I see a request has been submitted to review your lease further. Requests such as this typically take 3-5 business days to complete but can take longer if necessary. Once we have an update on this review, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/28/2025

Complaint: ********

I am rejecting this response because: I have not heard back, it’s been 5 business days. I have gotten no update. I also haven’t gotten an update on my other request to remove the $331.51 electric bill charge that I already paid. I have receipts for this paid bill, the provider bill Conservice uploaded says $0 due. I have not gotten any response that they are looking into this or plan to remove the charges. I need the charges removed before the 1st of May.

Sincerely,

**** ******
Business Response
Date: 05/05/2025
**** - I am sorry for the frustration. A credit has been sent to your leasing office for the electric charge that was paid. Please see below:

-$333.51 Vacant Electric for 02/05/25-03/04/25

This credit should reflect in your portal within the next 3 business days if it is not there already.

I am happy to see you have been in contact with our Customer Service Team and advised your leasing office was issuing a credit for the Vacant Service Fee. The request to review your lease in regards to the Vacant Service Fee is still under review. Once we have an update on this request, we will let you know. Thank you for your continued patience. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unit 1202, Wimberley at Overlook apartment complex shows THOUSANDS of gallons of water consumption. I moved in October 11, 2024 and began with 210 gallons. The months of January and February shows over 13,500 of water consumption. April 7th - 13th I was out of town. The water consumption during this time was 5,225 gallons.
Unit 1202 is a 1BR/1B, 900 sqft., no washer. I love alone. Rarely use dishwasher and my ice maker is turned off.
Please help.
Business Response
Date: 04/28/2025
**** - I am happy to see you have been in contact with our Customer Service Team in regards to your concerns. To confirm, at your community, you are billed according to the individual consumption in your unit. In reviewing your account, I see the usage has significantly increased over the last few months. Your most recent read on the bill due 05/01/25 for services from 03/01/25-04/01/25 had to be adjusted down to your unit average due to an excessive amount of water usage. I do see you have stated the maintenance team at your community had previously checked your unit for issues and did not find any problems at that time. However, I see you recently stated there is a hissing sound of water in the walls. If you have not already, please have the maintenance team at your community check your unit again for any potential issues. They should also be able to check the meter to ensure it is working properly. If they find there is a meter issue, they can reach out to their direct point of contact at Conservice for further assistance to add your unit to a work order. Once any issues present have been identified and fixed, we would be happy to review the billing further for any possible adjustments. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/28/2025

Complaint: ********

I am rejecting this response because:
I have made multi calls regarding the meter and getting it checked.
The complex states the meter check request must come from Conservice and Conservice states the opposite.
This issue has been ongoing for months!
No one is willing to accept responsibility and properly adress this issue.

Sincerely,

**** ******
Business Response
Date: 05/05/2025
**** - I am sorry for any confusion and inconvenience this may have caused. Any requests regarding a meter check needs to come from the leasing office directly. A request has been submitted to clarify this with your property management and to confirm if a meter check is needed for your unit. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Initial Complaint
Date:04/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am required to use Conservice at my apartment for "shared" utilities and other expenses like trash etc.
My last 3 bills have almost doubled in price with no previous warning or explanation, esp Gas charges, but I am not aware what Gas charges I am being charge when I do not have gas in the apartment.

My april Conservice charges me $52.58 for Gas.
March is $39.46
February is $22.92 which would be the regular amount since I moved in in July of 2024.

My Conservice bill would be around $55 a month
now it's doubled to $104.50!!!!

I would like to get a breakdown of the gas usage and explanation on how it doubled.
Business Response
Date: 04/25/2025
***** - I regret to see you have not contacted our Customer Service Team directly in regards to your concerns. To clarify, at your community, you are not billed according to your individual consumption. You are billed a portion of the overall bill for the utilities as outlined in your lease. With this billing method, the utilities can vary month to month depending on the total amount received from the local utility providers.

The gas charge is split among all residents based on the square footage of their unit. Those with a larger unit will pay a larger portion of the gas bill than those who are in a smaller unit. In reviewing your account, I see the gas charge has increased over the last few months due to an increase in the gas community bill. The first increase occurred on the statement due 02/01/25 with services from 12/01/24-12/31/24. The following months continued to increase due to a rise in usage during the winter months. If the heating at the community uses gas, it it typical for the gas services to increase in the winter months like this. Any questions on what specifically uses gas at the community or in your unit can be taken up with your leasing office directly.

Additionally, per your request, I have submitted a ticket to look into providing the gas provider bills for the last few months. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.
Customer Answer
Date: 04/26/2025

Complaint: ********

I am rejecting this response because:

Hello, I did try your customer service, but received no response.
In my lease I am specifically told I pay my own heating in my unit /electric to xcel directly.
This conservice bill is to cover "shared areas", which would mean outside lights etc.
I do not use gas in my unit according to my xcel bill.
What is this gas usage exactly? I do not use gas? Am I paying for others? I have a small unit. One person.
My conservice bill used to be about $50.
NOW I pay 100% increase for the same usage. I would like to see the gas usage in my unit and the shared areas, I cannot understand how conservice charges me 100% extra.

Sincerely,

***** **********
Business Response
Date: 05/05/2025
***** - I am sorry to hear you were unable to reach our Customer Service Team previously. Our team is available by phone or you can chat with a live agent online at ********************** Agents are available Monday-Friday from 6 am-6 pm MST by phone and 6 am-8 pm MST by chat. Please see ****************************************************************************************e for more information on how to contact us.

You are billed a portion of the total gas bill at the community as outlined in your lease. The property management pays a portion to cover the common area usage and the remaining amount is split among all residents based on the square footage of their unit. Since there is not a way of measuring your individual gas usage, this is the most accurate way to complete the billing. We do make it as specific to each unit as possible by basing it on the square footage of the unit. Those with a larger unit will pay a larger portion of the gas bill than those who are in a smaller unit.

As previously stated, you will need to follow up with your leasing office directly regarding what uses gas at the property. Possible items that may use gas include the heating, water heating, stove, etc.

The request to share the community gas provider bill is still under review. Once we have an update on this request, we will let you know. In the meantime, please feel free to reach out to us online at ********************* with any additional questions.

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