Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Unified Billing (DBA: ABT Water.com) was the billing agent for the owners of the mobile home community in which I live. On June 10, 2023, I remitted my monthly payment electronically to ABT, plus an additional amount of $49.33, anticipating it would be applied to future bills. Unbeknownst to me (and others) ABT was no longer going to be the billing/collection agency for my community. ABT ****** my overpayment with several others in my park and sent all those monies to the owner of my park, instead of refunding me the amount I had overpaid. I was the person who paid ABT, and proper business practices required that the overpayment should be refunded to me..NOT the owner of my park. They didn't even include a list of the names or addresses of those of us who overpaid and were *********** refunds. Five months later, I am still waiting for my refund, but that's a separate issue. I just want to file a complaint about the improper business practice followed by ABT/Unified Billing.Business response
11/16/2023
Thank you for submitting your concern through the Better Business Bureau. We value your feedback and hope we can shed some light on what sounds like has been a very frustrating situation for you.
We were contacted by the community in which you live, on the afternoon of 06/09/2023. Much to our surprise, they told us they would no longer be using us as their billing agent. We were directed by them not to run another bill cycle as the community would be taking over billing themselves. We were also instructed to take payments from residents through the end of business on 07/10/2023.
On 7/11/2023 we gave your community manager the list of current residents, along with corresponding account balances which included credits. Once ABT collected payments from the residents for the utility bills, we then charged the community ownership the fees to produce the bills and then sent them the rest of the money collected as a lump sum so that the ownership can pay their own water bill. The community where you live was reimbursed for your payment 7/25/23. The reason behind ABT not issuing a refund is because we had already sent the reimbursement to the owner. The money was no longer in our possession. While we understand your frustration with the situation, you need to contact the community's ownership to resolve the matter.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,9:00 AM - 4:30 PM
MMonday | 9:00 AM - 4:30 PM |
---|---|
TTuesday | 9:00 AM - 4:30 PM |
WWednesday | 9:00 AM - 4:30 PM |
ThThursday | 9:00 AM - 4:30 PM |
FFriday | 9:00 AM - 4:30 PM |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.