Complaints

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

• Initial Complaint

  Date:11/07/2025

  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.

  Dear BBB Team,Im submitting a complaint regarding unusually high and inconsistent water utility billing at Arista Flats Apartments (***************************************), managed by ******** and billed through UB ******* August 2025, my water bill was $99; in September 2025, it jumped to $155 for one month. These charges far exceed the typical $40$80 monthly range for multi-unit residences in **********. Several neighbors have also reported similar unexplained increases.When contacted, the leasing office stated they are working with ******* to investigate but provided no clear timeline or documentation. They also told residents they could withhold payment until clarification, but doing so triggers eviction notices per our lease, leaving tenants in a vulnerable position.I paid the full amount under protest and requested a meter inspection or billing audit, but theres been no evidence of follow-through or communication from *******. I believe there may be systemic misbilling or faulty allocation of charges affecting multiple units.I respectfully request that the BBB review these billing practices and determine whether Arista Flats and/or UB West are operating in accordance with fair and transparent consumer billing standards.Supporting documentation (bills, lease, emails) and statements from other affected tenants can be provided upon request.Thank you for your attention and guidance in resolving this matter.Sincerely,****** *********

  Business Response

  Date: 11/19/2025

  We would like to address the recent utility billing concerns at Arista Flats. Utility Billing West has completed a full audit in response to the complaints received.
  At this time,the meters used to record individual consumption are inconsistent and frequently offline, resulting in tenants being billed based on average usage.Due to these meter issues, the property has elected to transition to RUBS (Ratio Utility Billing System) for all new and renewed leases.
  The RUBS allocation methods for Arista Flats are as follows:
  Water: 50% per occupant / 50% per square footage
  Sewer: Per unit
  Trash: Per unit
  Pest Control: Per unit
  Hot ************* 50% per occupant / 50% per square footage
  Valet Trash: Per unit
  Real Estate: Per unit
  Under this allocation method, utility invoices are compiled into one master expense, which is then allocated to residents after a percentage is paid by management. For example, with water usage, any two units with the same number of occupants and the same square footage will receive identical charges.
  During this transition, some renewed leases were mistakenly issued with a Sub-metered Addendum instead of the required RUBS Addendum. *******, the site manager,along with Utility Billing West, has completed a detailed audit comparing all units billed under RUBS with their corresponding leases. All necessary corrections will be implemented this month.

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The boiler in our apartment building has been inoperable for the last 3 months, and it was a significant source of gas usage in our apartment building. Since then, we were told to expect a decrease in our gas costs because of this issue. However, not only have our gas prices increased over this period, but I also cannot obtain a broken-down gas bill from this company to validate the costs that they are asking me to pay. They are stating that because I am not the landlord of the property, they cannot give me any information on my gas usage despite them being the company that determines how much I am supposed to pay. All they will give me is a piece of paper stating that the dollar amounts that I owe them for each service.

  Business Response

  Date: 03/12/2024

  Hello,

  This resident has also raised this concern with ***************************.  We have been supplying them info on this matter as well.   Please see the outlined info below.  We have copies of residents bills/credits/community usage and other items too.   ************** has been working directly with this resident to assist in the issue as the hot water boiler is a very unique item and requires one off replacement parts to repair.  Because of this they have supplied heaters for all units as well as offered to pay for any utility increases due to those added heaters.  Resident has received ****** credited to their ledger to date plus a credit for the increased electric usage.  According to the management reporting their electric bill has increased ~***** versus prior year and that has also been credited to their account.  

  I have pasted below the dialog response between *************************** and *******.  I know that management is either drafting a response or working on that draft too.   Please let me know if you have any questions.  

  __________________________________________________________________________________________________________________________________________________

  Hello ****,
  
  Thank you for reaching out with the residents concerns.   My team has been working with management/ownership to determine the best route of correction here.  As the resident stated, the boiler went down on 12/7/2023.  This boiler only services the heating of hot water for radiant heating.  This means the hot water within the unit for showers, dishes, laundry, etc was still 100% operational.  This boiler is custom and because of this it requires that they get custom replacement parts from the manufacturer.  Mgmt has been working with Platinum Mechanical to get this boiler back up but they are still waiting on the manufacturer to supply the correct parts.  The ownership has supplied in unit heaters to help resident keep/maintain a comfortable home while this is being fixed.  Ownership/mgmt. is also working with residents to issue credits for increased electric usage for the increased usage with the addition of space heaters.  
  
  This community is participating with equal pay for gas billings thru the year.  The reason for this is there is a very large fluctuation in usage +/- thru the seasons and this keeps residents bills more steady without as much movement in their billing.  As an example, seasonal low usage in 2023 was 170 CCF with a high usage of 3279 CCF.  This is essentially 19x from summer usage into winter usage.  Because of the payment of the Budget Amount from *************** it takes a little longer for lower usage to be realized in the sites master metered invoices.  After the 3/1/2024 due dated bills were mailed out to the residents, management decided to issue a credit on the gas and also credit the 4/1/2024 due dated gas too.   The credit for the 3/1 due dated billing was applied to their ledger on 3/6/2024 in the total of -57.10.  The 4/1/2024 due dated billing also has a gas credit on it at a 100% discount.   These credits were applied to 100% of the units for the 3/1 & 4/1 due dated billings along with the credits that ownership is giving for increased electric usage with electric heaters.  
  
  The ownership is doing all they can to get these boilers back up and pushing heat.  Because of the uniqueness of this water boiler it is not just as simple as with most heating devices.  ************** is in constant and consistent contact with Platinum Mechanical about the replacement parts and their arrival.   Management has also been constantly in contact with this resident about her complaints.  It is always the goal to make each and every residents home one they are proud of and want to come home to each day/night. 
  
  
  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 moved into my apartment April 11 2023 prior to me moving in I was given a lease in which I signed and on the lease was a document that stated what my utility bill would be monthly between 70$-180$ for all utilities . After moving in after the first month I have been billed for over 400$ in utilities. When I reached out to the manager here at the property several times she stated I would need to contact the utility company. Which I did and did not get a phone call back. I was then served a 5 day notice for non payment of utilities. I then received utility assistance to cover 3 months of utilities to cover May-June June-July and July-August. Yesterday i received my next utility bill and it is almost 500$. So again I reached out to management here at the property letting them know that this is again impossible for me and 3 small children in an apartment we don’t use much electricity. Management emailed me today stating that utility’s aren’t based off of one’s usage in a unit that it is divided equally between all tenants and if units aren’t occupied our bill increases. This is not what I was told when I moved into the apartment I was told I would be paying $70-180$ a month for utilities which is the main reason I moved into these apartments this is unjust and false advertising I am a single mother of 3 children I feel I’ve been manipulated and lied to in order to secure a lease contract and this is wrong

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company has completely inconsistent billing practices and has no transparency with their billing rates. They charge over four times the average billing rates for water/sewage/trash than anywhere else in Salt Lake City. They do not provide actual water usage amounts or a full breakdown of the billing charges. They are outright overcharging and ripping people off.

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 writing this complaint about the water bill that’s provided by this company. I live in a one bedroom apartment no washer an dryer connection. My water bill 130$ literally keeps going up every month. Water should be a set price not fluctuate. How are they even reading that meter to know what to charge you monthly? Can someone explain this ? It’s a big Scam. An I want to be reimbursed. I have been depressed and sick an overwhelmed because of a water bill! It’s ridiculous… how can apartment run off one meter ? Why don’t I have my own account to discuss my bill. Who am I really paying ?

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company is horrible, I called back on February because my water bill went from $115 to $280 and I live in a one-bedroom apartment. I compared my water bill with a two-bedroom apartment, and we are paying the same amount. I called to get an explanation on why my bill had doubled the amount. They gave me no explanation, was being rude and kept saying there could have been a percentage of increased but did not know why or how much. The person kept going on trying to give me some excuses but did not know what she was talking about. This place is fraud, stealing tenants' money charging us so much money whenever they like. Makes sense why they have horrible reviews! This place needs to be shut down or be looked at, not even LAPWD chargers this much for water bill in a one-bedroom apartment. My water bill is basically what a person that owns a home. This is ridiculous! This this to be solved.