Customer ReviewsforThink Utility Services, Inc.

They pass a billing fee onto their customers. It is ridiculous to me to be CHARGED because I need to pay a bill. That should not be something passed off to residents and is unethical.

Ms. C*****:

Think Utility Services is a private meter reading and billing company that is contracted by apartment and condominium communities to read meters, and invoice residents for their consumption.  The community you are living in has a master meter (one or more meters) from the actual utility and has to pay for the water and sewer without knowing who consumed what.  They can split the bill amongst the residents and pass that cost into rent or monthly fees (condominiums); or, they can install submeters and charge each household for their specific consumption.  In the first scenario, residents that use little always subsidize residents that use much.  It is certainly a method that lacks fairness, and promotes over consumption.  People tend to care very little about consumption if they do not have to pay for it directly.  In the second scenario, resident pay for the exact amount they consume.  It is fair, and statistically drops community water consumption by 15-35%. 

However, the use of submeters requires the assistance of a private meter reading and billing company.  These meters are owned by the community, and not the utility.  Your community contracted Think Utility Services to read the community meters monthly, create charges, send invoices to resident and collect remittances, which are returned to the community so they may pay the utility.  As a private company, we certainly cannot work for free.  We assess a billing fee each month, which pays for the services we provide.  That fee is on average $3.35 per month (it does vary from community to community).  For that price, we read the meter, produce charges, send a paper invoice with a return envelope, maintain a bilingual customer service center, provide web services and payment methods, and provide the required accounting and remittances.  Our price is inclusive of postage, which represents 20% of the billing fee.

I trust this gives insight into the billing fee and why it is assessed.  The Think Utility Services call center is available, and they would be happy to answer any additional questions you might have.  The number is ************.

I called them because what my bill states as to what is showing on my meter is off by over ***** gallons. The rep that I spoke to said that the meter is fine and that the reading on my bill is correct. I don't know if he thinks I believe him but this is not correct. How they can still be in business is amazing. Total frauds.

Think utility send the bill late (only 7 or 5 days before your due date. I have been with them for a year, and their excuse is that the post office is late (but I don't have this issue with any other company), So I usually have to pay late fee. They advise to get online and check the bill, but is no ready, for me to be able to pay on time.2. The way they create the bill, the late fee is added in your statement already and also is added your prior balance (that you already paid last month) example.water $20 Sewer $35 Tax $2 Prior balance $100 Penalty $10 Total $160. When you should pay only $57.Lastly, I called to check my balance, I was told that there is no balance, that my bank sends the payment (I don't have automatic withdraw for this account, I do it manually) they could not explain how that payment was posted in my account.

Think Utility Services (TUS) is a utility billing company.  We provide a billing service to apartment, condominium,townhome, and commercial shopping center communities.  We do not provide the actual utility (water, electric, gas, etc) to the community. 

In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 18 days. The reason is that prior to the individual unit water billing, the property management at Townhomes at ************************* is invoiced by the actual ****************** for all of the water consumed on the property.  The timeframe is necessary in order to keep the water services for the entire community current. 

TUS does provide a website for residents to view their accounts.  Residents are able to check their balances, print out invoices,as well as make online payments via credit card (if they desire). Certainly, a resident can submit a check or money order to TUS.According to the account notes the account is now setup with **Billing. The **bill option will alert the resident when the bill has been generated and is ready to be viewed. This way, the resident can go online immediately, or within a few days, to view the bill and then make payment arrangement. They can send out, or request, a check within the invoice timeframe.

The invoices state Pay this amount next to the printed due date and directly below, they advise of the amount due if paid after the due date. For example, the April, 2024, invoice amount is $76.44, and the due date is on 4/27/24. The amount due after the due date (4/27/24) is $86.44. This is printed on each invoice to advise that a late fee will be assessed in the event of the following:  partial payment, late payment, non-payment.  Please note, TUS invoices list the following charges for each billing period: Water, Sewer, Stormwater,WMF, Backflow, Billing Fee, Tax. In addition, it provides a breakdown of the previous month balance, recent payment history, any new late fee charge that was assessed to the account, as well as any type of financial adjustments,such as a late fee waiver granted.

On April 1, 2024, TUS received a check payment in the amount of $83.51. The amount of check number digits appear to indicate it may have been a bank check posted. We will be more than happy to provide ********************* a copy of the cancelled check, should she request it. There had also been a late fee waiver granted on 4/09/24, as a courtesy. ********************** is welcome to contact the customer service department to request a copy of the cancelled check and the balance ledger to view the current account status.  

I hope that ********************** finds this information helpful.

I have been dealing with an issue for months. False readings and caught them by reading my own meter. The meter wasn't even up to the numbers they wrote on the bill. Calling and dealing with them is a joke. No one does anything to help. Let me get back to you. Never do they call back. People are very rude. And not knowledgeable about what's going on. Now working with my Park Manager. And he is trying to help months later. After Think did nothing. Customers need to check there meters. If I don't get satisfaction I will be turning it over to an attorney. Went from $80 bills to bills over $200 nothing has changed in my house. And I have a new house.

We are very sorry that she had this experience. Think Utility Services (TUS) is a third party billing company that is contracted by the property management to read the utility meters, and generate invoices based on those readings. Previously, *** had followed up with ******************** by phone and via-email. However, ******************** did not respond at that time.  On 11/29/23,the Account Manager with ********************** called and spoke with ******************** over the phone. The research found that the meter is faulty. The resolution to this issue is that the meter will be replaced. In addition, a credit has been applied to the account. ******************** has been made aware that if there are any future issues, she can feel free to contact the Account Manager directly.

Horrible company. Seems like a scam set up jointly by the Landlords and Think Utility Services Inc.They intentionally send your bills with 3 -4 days of turn around time. US mail DOES NOT deliver mail in 3 days anymore. So you land up paying late charges. You try paying by Credit Card the fees is outrageous. HOW IS THIS BEING ALLOWED . MONITOR THEIR JUNK FEES..... CALL THE PRESIDENT...

******************,

I am very sorry you had this experience.  Think Utility Services is a third party billing company that is contracted by property management companies to read utility meters, and generate invoices based on those readings.  When an invoice is generated, it is assigned a due date that is never less than fifteen days from the date the invoice was created.  Some communities extend the due date so that it is twenty to thirty days from the date of generation.  The length of time allowed is completely at the behest of the ****************** for whom we work.  Our goal is to collect payments in as timely a way as possible so that we may remit those monies back to the ******************.  They use the collected utility remittances to pay the community bill from the local provider.  The application of a late fee is also intended to motivate timely payment. 

Receiving an invoice on a date that is within four days of the due date is certainly a reflection of the speed with which the US ************** is delivering mail.  I wish that component of the total process were within our control.  As mentioned above, the due date is never less than fifteen days from the invoice generation date. 

If slow postal delivery speeds remain an issue, you may wish to sign up for electronic billing.  Choosing this option causes an e-mail to be generated and sent to you the day the invoice is generated. Additionally, Think Utility Services customarily waives one late fee if contacted. 

Respecting the credit card fee, we use a third party for all credit/ debit card transactions.  The fee we assess is a reflection of the fees we are charged. 

Finally, one of my **************** Representatives would be happy to assist you with the e-billing option, and any late fee you may have incurred.  Please contact the Think Utility Services **************** Center at **************.

Regards,

Who charges a 22% fee for using a debit card???? Wants to charge me 2.95 to fill out a direct debit form to make their billing easier. I receive the bill on the 17th, they want paid by the 30th but make is so expensive I will have to use snail mail. No way will the check get to Clearwater, FL by the 30th. The better not charge me a late fee. I will fight till my dying breath before I pay that. What a joke!! Seems unethical and if nothing else shady business practice. I live in Carmel Indiana.

Think Utility Services is a utility billing company. As such, we are only allowed to charge the exact water and
Sewer rates as charged by the municipality. We cannot add monies to those rates. Our charge for our service
Is the Billing fee.

The November invoice was mailed on 11/12/21. The invoices carry an 18 day turnaround. There will be a few days from the time that the invoice is mailed and delivered to the resident's mail box. Unfortunately, we cannot advise the USPS in regards to the timing/delivery of the monthly invoices.

E-Bill Option/Suggestion
As an alternate to receiving a mailed invoice, Think Utility ****** the E-bill (paperless) option to all residents. There is no cost to set this up. With the E-**** option, an e-mail is sent to the resident when
The new invoice hits their account. At that point, a resident can make payment arrangements well in advance to avoid a late fee.
If a resident doesn't sign up for online access, they will still receive a paper invoice each month.
Looking at Ms. *******'s account, she is already signed up for E-bill. So, that is good news.

In regards to resident payments, there are many options available.

Free methods of payment
Check and money order can be sent in the mail.
Resident can go online to their bank website and make a payment.
Note: Bank will have to cut a physical check. Resident should give the bank a few business days to send a check after making a payment.

Alternative methods of payment - that require a convenience fee
A convenience fee is required because payments are processed by a third party. We are charged by the third party.

Think Utility Services website
Payment can be made using a credit card. Fee is $3.95 per payment.
We have a company that handles the payments online for us. As such, we are charged. We pass that charge to the residents.

Think Utility Services Customer Service
Payment can be made over the phone with a CSR. Fee is $4.95 per payment.
The CSR is physically running the card. The extra dollar covers our labor as we are charged by the credit card company.

ACH
Payment can be made using the ACH payment method. Once setup, the monthly invoice amount is
Deducted automatically from the resident checking account. Fee is $2.95
We are charged by the bank and simply pass the charge on.
If anyone needs the form, we can provide it.

Bottom line:
If any resident uses E-bill, they will be notified as soon as the new bill hits their account. The resident can make payment arrangements through their bank. The bank will take a few days to
Cut a check. The check will be mailed to Think Utility Services. This is the best no cost Option.

Indiana
In submetering, we cannot assess late fees on accounts.

Please let me know if you need anything else.