ComplaintsforMultifamily Utility Company

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I informed this company i no longer reside at the address that they are billing me for i moved on June 3rd 2023 and they continue to bill me even though i no longer live in the *********** they informed me they could do nothing until the landlord notified them even though i sent him many messages and also them many messages i no longer reside there they continue to bill me ....and to send me bills to an address in a different state

  

  Business response

  01/03/2024

  Dear ***********************************,
   
  Thank you for allowing us this opportunity to respond. We are a 3rd party billing company contracted by *************************, LLC for **********************
  
  Our contract calls for ** to bill all the residents at this property. All unit changes are provided to us by the Property.

  We would like to apologize in advance for the inconvenience this process has caused. We would like to thank you for providing us with the attached Image. We used this to escalate your account for a move-out verification. 
  We reached out to your ******************* for them to approve the closing of your account. Once they confirm your move-out, we will make the correct adjustments for this unit. 
  
  We will follow up via email as soon as we hear back. 
  
  Please dont hesitate to contact us if you have additional questions.

  Live Customer Support Center
  available Mon-Fri 5AM PST-6PM PST (closed on Holidays)
  24/7 Automated Phone Payment Processing:1-
  ************
  24/7 ****** Services Available:www.mucpayments.com
  Fax:**************
  Email:
  ***************************************************
  Web: www.multifamilyutility.com

  Customer response

  01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  10/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  No reference number is given or provided when contacting this company, even when asked for one. The stress, anxiety and strain that this company causes people is unethical as a result of fraudulent business practices. The distress and time they cause wanting people to take a picture of the meter to send to them is unethical and injurious. As shown in the attached images the over charging for misread meter readings started August 19, 2023, at nearly $100. The amount of $98.68 was paid as shown in the attached picture since was contacting the company about the misreading and for an account adjustment. After contacting the company was told that after the picture of the meter was sent to them, then the adjustment could be made. The company has refuse to contact me or allow me to accompany readings so that this does not happen again and has happened two more times causing a charge of over $500 as shown in the attached picture. It appears the company is avoiding and refusing to resolve the misreadings and makes every effort to avoid the issue and to make the proper account adjustments. Water from misreadings from an over 5 average water bill of $50 to $60 to nearly $100, in August, which was paid. Second misreading, in September, resulted in an over $200 water bill that now over $500 as shown in images attached. Meter has been misread since August 2023. Billing adjustments and refund/credit is due as told when asked to send the picture of the meter. Contacted customer service once again after sending picture and found out the information was not sent to billing as told during initial call when told to send picture of meter. Second follow up call revealed that letter and picture were not sent to billng for adjustment like told and told that it would be sent then. As of October 2023, over a month later nothing has been done and company refuses to follow up. The stress and anxiety that this company causes people is unethical and goes beyond committing willful fraud.

  

  Business response

  10/13/2023

  Good morning, *******************************,

  
  We are happy to assist you with the complaint submitted to the BBB.
  We are working with your community ******************* to resolve the issue with your meter.
  
  We have an open escalation regarding your dispute. We want to apologize for the delayed response. We thank you for your patience during this time. We are pending confirmation from your Property, as soon as we confirm the meter details, we will follow up with you. 
  
  After we confirm your meter information, we will follow up accordingly, if we are to credit or adjust due to upcoming findings, we will do so. 
  
  Dont hesitate to contact us directly to go over any questions or concerns.
  Live
  Customer Support Center
  available
  Mon-Fri 5 AM PST-6 PM PST (closed on Holidays)
  24/7
  Automated Phone ******************************************************* Services Available:www.mucpayments.com
  Email:
  ***************************************************

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am billing billed for water service at *********************************************************** for period 10/22 - 12/22.I moved out of this complex June 2022.I do not have a lease nor do I have a legal obligation for this charge.Additionally, they mailed it to my new house; just moved in four weeks ago. This is a gross invasion of privacy in that they are searching my location.I have attempted to contact ************** Aparments; they have no answering service or answering machine or useable email address. Additionally, I have attempted to contact ************************* without success.MUC is refusing to work with me on correct this stating that it is within their rights to charge this out to me even though I am not under a lease.There needs to be some type of review process within MUC to work with people that they are illegally charging however they seem to be completely unwilling to do this.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Multifamily Utility Company is deceptive and fails to follow current ********** Landlord tenant law. First of all, they are not a utility company they are glorified billing company. When I looked up their BBB rating it was high. Of course, their actual clients are happy they are raking in big bucks for the greedy slumlords while ripping off the real people paying their bills; the residents of the large apartment complexes. I received a bill from them that not only has no explanation as to how my "utility bill" was calculated it also included a $7.50 account fee set up as well as a **** service charge and notes indicating there will be a $10 late fee charged even if I do not receive a bill. They are also charging me $.50 to pay my bill. According to the Attorney General's website under ********-tenant rights and utilities the source and means of calculation is required. It would also stand to reason that charging a late fee even if a bill is not sent is unlawful. When I called and requested the information, they gave the lame excuse that they had to have permission from the property owner. That was over five weeks ago. This company should not be practicing in the ******************* if they are not complying with the law. They also should not be endorsed but the BBB.

  

  Business response

  02/23/2023

  Good morning *****************************,
   
  This is in regard to your complaint submitted through our BBB account.
   
  Thank you for allowing us this opportunity to respond. Please see the below response to your concerns.
   
  Thank you for allowing us this opportunity to respond. We are a 3rd party billing company contracted by *************, the Management Company for ****************** (Village Green).
   
  Our contract calls for us to bill the residents at this property using an allocation method for ******************* ***************** and ************* called RUBS (Ratio Utility Billing System). We bill back based upon # of occupants to allocate the provider bills to the property. - We currently have your account with a total of 1 occupant.  
   
  This method is used when submeters are not a possibility due to the age and/or plumbing of the building.
  
   
  If the utility provider charges are high for a given month, the allocation to the residents will be higher, and for this property, it seems The Master **** has been high.
   
  Our contract is with the property management company, and we are billing their residents in accordance with the signed contract, renewal, lease addendum, or notice given by them. If you believe you are not pay for utilities, please contact your ******************** the information regarding your unit and billing status was due per their request. 
   
  We show you have requested the Master bills for your community; however, this request is pending your ******************* approval, feel free to contact them as they can provide this to you without having to wait on our end. 
  Should you have any questions regarding your billing status, please contact your *******************. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 15, 2022 I sent a Water Authorization Form to have the billing account changed from my name to my new tenant's name effective July 8, 2022. Multifamily Utility Company failed to do so. To avoid late charges, I paid the bill. Multifamily Utility Company rebilled the applicable charges to my tenant, which resulted in a $9.66 credit to my account. Since I don't live in the unit, I have no need for a credit and requested a refund. I was told because the amount was less than $250 I could either pay a $25 refund fee or accept an Amazon gift card. I agreed to accept the gift card, but after sending countless emails over the past several months, I still have not received the gift card. Contacting the company by phone is nearly impossible because the wait times are extremely lengthy. I know it's only $9.66 but it's my money, not theirs and they have done this before.The final water bill dated 08/31/22 is attached and shows a $9.66 credit for my account.Also attached are some of the strings of emails sent/received, along with the water authorization forms.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multifamily Utility Company has not returned $169.25 in prepayments on my bill that is owed to me.In June 2022, my *** switched submeter providers. At that time, I had prepaid money to Multifamily in the amount of $169.25. Despite the fact that I have called several times and sent e-mail as well, the company refuses to reimburse me. They have also provided inconsistent reasoning about why I have not received my money back. One time a phone representative said they could not address my issue because they no longer have an account with me. Another time I called, the attendant said, "Oh, well, we sent the credit to your ***, so they should give it to you." My *** then promptly referred me back to Multifamily. Yet another time that I called, I asked to speak with a supervisor or to at least get an e-mail address of one. That time, the Multifamily attendant refused to provide contact information of her supervisor. Instead, she said that she would make sure someone would be told about my situation.Since then, Multifamily has conveniently disabled my account so that there is no online proof of what they owe me. They have also sent a "response" e-mail saying that "another employee" has addressed my complaint. That is also untrue.The company is dishonest, and so are its employees, unfortunately. They are also thieves. All the complaints on this website alone speak volumes, as do the complaints about the company that are found on other websites. Their responses to these BBB complaints are done just to save face and to keep their BBB rating high.I just want my money back from Multifamily. I sent the money to their company. I should not have to chase it down from my *** or from the new submeter company the *** chose.With this complaint, Multifamily is also being put on notice that if I do not receive my $169.25 back within 30 days of 10/25/22, I will be seeking other resolution to this matter with the state and local consumer protection entities.

  

  Business response

  01/06/2023

  complaint ID# ********
  
  Good afternoon ************************,
  
  This is regarding the complaint submitted through our BBB account.
  Thank you for allowing us this opportunity to respond.
  Multifamily Utility Company is no longer billing the property ******************* (Tovara ***) Service at At ***** ******* Way.
  
  
  The monies collected by Multifamily for billing dates covering the last billing date of 04/26/22 were reimbursed back to the client (Tovara ***)(The last payment was received on 07/01/2022). Therefore, we cannot refund you the credit you had on your account, as this was reimbursed to your *** upon their cancelation of our services. 
  
  
  When services are terminated/canceled by the community, property, or ***, Multifamily Utility Company transfers all credits and balances over them. 
  
  
  If the resident had a balance or credit, the community, property, or *** is to refund or credit the resident directly. Feel free to reach out to them directly.
  Should you have any further questions. Please, contact the *** for further clarification.
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I vacated an apartment in ************* on Sept 4, **** yet the lease ended Sept 30, 2021. I had a dispute with the apt complex as I had no apt access and they wanted me to pay utilities for their workers in my former unit. I begrudging paid MultiFamily Utility $58.36 in October for electricity that ********** used.********** claimed they also paid $58.36 to Multi Family, and deducted it from my security deposit. I was told by the apt mgr that I had to get the money from MultiFamily directly. I promptly reached out. Early Dec 2021, the ********** apt mgr told me MultiFamily was sending my refund. It never arrived. On Dec 28, 2021, a man named ********* called from MultiFamily saying their credit card machine wasnt operating and he could not give me a refund until January. Unless I wanted to accept a $50 Amazon gift card instead. I declined, saying I would wait for my refund in January. I have called several times and left messages but ********* never replied. I have emailed customer service several times, only to be ignored or told they would look into it. On Sep 7, 2022, I finally received a reply from ******* saying my credit is now $38.47, but they have a $25 processing fee so its best that I accept the Amazon gift card. I have no idea why they refuse to refund me what I paid with my own credit card last October. No one will call and ** getting the runaround. I do not feel this is a fair business practice, especially since Dec 2021, ********** apt mgr said the company was sending the refund. I feel like they are making things difficult bc of my issue with the complex. Please help.

  

  Business response

  02/23/2023

  
  Good afternoon *****************************************,
   
  This is in regard to your complaint submitted through our BBB account.
   
  Thank you for allowing us this opportunity to respond. We apologize in advance for the delayed response. Please see the below response to your concerns.
   
  Thank you for allowing us this opportunity to respond. We are a 3rd party billing company contracted by the Management Company at *********************************** Center at Haddon Apts)
   
  Our contract calls for us to bill the residents at this property per the information the Property Provides. We further escalated your account, and they confirmed you moved out on 09/30/2021, with that we went ahead and adjusted the balance to bill you up to that date, and charges generated covering past your move-out date were removed.
  In regards to the last payment, you made to us on 10/18/2021 for $58.36 that payment covered the billing dates of 08/01/2021 -08/31/2021. No payments were made after that. 
  When the ** confirmed your move out we generated a final bill that covered from 09/01/21 - 09/30/21 in the amount of ***** we Transferred this final bill balance to your ******************** you are to reach out to them to confirm if they deducted this from your deposit or if you owe them. 
  
  Your account with Multifamily Utility Company is closed, the final bill balance you had with us, was transferred to your ******************** and you have no credit on your account. Please contact your ******************* for any further questions. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The utility bill prints on the 10th of the month is mailed and then turns around and is due by the 25th. The billing turn around is a fortnight including mailing to me and mailing the check to them. The late fee is $25 and there's no way to change the due date. I've never seen a bill print and be due in 14 days ever

  

  Business response

  01/09/2023

  Good Morning **** ,
   
  This is regarding your complaint submitted through our BBB account.
   
  Thank you for allowing us this opportunity to respond. Please see the below response to your concerns.

  We are contracted by ******* Properties to bill the residents at 6700 S ************** (*************), for water and sewer. Per your lease agreement, the resident is responsible for these billing charges. Our late fee policy is disclosed on the front and back of your invoice (see the attached invoice due 12/29/2022 and mailed out/sent to you via e-bill on 12/13/22). 
  We send out monthly invoices to everyone at your property and keep track of any returned items; we do not have any history of returned items. We recommend you discuss this with your property and let them know you are having issues with your mail or ask if your mail is being directed to a different mailbox. 
  We see you spoke with two of our representatives on 12/12/22 and on 12/16/2022 regarding your account, however, declined any assistance. 
  We waived the one-time courtesy when you spoke with ******* on 07/18/22. 
  We are required to provide up to 15 days for you to pay your bill. The statements are mailed out to all residents 15 before the due date. With you having an E-bill service, you are provided your statement via email on the date the statements are mailed out.
  In regard to payment arrival, we honor the post date on all payments going by the date posted by the postal service as received, not the date we receive the payment. We also offer options to pay online with a debit/credit card or E-check.  
  Our services are supported by your lease agreement.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company will not close my account without sending confidential information to company not relevant to service required. Company representatives hang up during conversations.Company will not elevate concerns or allow customers to talk to supervisors.

  

  Business response

  01/06/2023

  complaint ID# *********
   
  Good Afternoon ***********************,
   
  This is regarding the complaint submitted through our BBB account.
  Thank you for allowing us this opportunity to respond.
  We want to apologize in advance for the inconvenience and the delayed response, we see your account was closed effective the date of closing 09/14/2022. 
  Should you have any further questions. Please, contact us at **********.
  
   

  Customer response

  01/06/2023

  You sent 40 emails over the course of 10 days after the alleged closure date indicating I had a new bill. Your company is unethical and exists solely to take advantage of people. 

  

  Business response

  01/12/2023

  Good afternoon ******,
    
  Thank you for allowing us this opportunity to respond to your complaint submitted through our BBB account.
  We want to apologize for the delayed response; however, you no longer have an account with Multifamily Utility Company effective the 09.14.2022 closing/sale of the unit. (We made the correct adjustments and reversed charges generated after the closing date) 
  
  We regret your disagreement with the process we have with your property to close any account. 
  However, the process regarding the closing of any account is in your contract with the *** (please refer to the contract to confirm the process when the purchaser inquires the property or if the property is sold)
  As you are aware, Multifamily Utility Company provides our billing services to the community, if a unit is sold or bought it is the owner's responsibility to notify us of the change. 
  In order for Multifamily Utility Company to close an account, the seller has to provide the closing documents. 
  We understand the frustration regarding this process; however, this process is provided to all buyers/sellers upon the sale of the unit (the information about our services is supported by your contract with the property). 
  We show you called multiple times wanting to close your account, for all the calls made on 08/22/22, 08/22/22 later time and
  09/13/22 our staff covered and explained the move-out process, however, you declined to provide the needed documentation.
  (Due to us never receiving the proper documents, caused you getting invoices covering after your move out date) 
  
  Please refer to your buyer's/seller's contract for any questions regarding the closing/opening of any account. 
  
  Tell us why here...

  Customer response

  01/18/2023

  The information you refer to is not present in the *** documents I have. Your company contracted with my *** after my ownership in the community and the *** documents were never updated. Your staff ignored my desire to speak to a manager on every request. Your staff is not trained well and you are not aware of your own relationships with your clients. 

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was deceived into believing that my rent had no hidden fees or charges and signed a lease under the verbal contract made by the renting agent which turned out to be false I want all back charges and fees returned to my a person so that I am made whole again. The verbal contract made with my rental agent should have the force of a legal contract and his gross misrepresentation of the facts has caused extreme hardship affecting my medical conditions etc.

  

  Business response

  04/06/2022

  Dear ******************,
  
  This email is in response to your complaint ID ******** addressed to ********************* of Multifamily Utility Company.

  
  Multifamily Utility Company is a third-party billing company contracted by *****************************. to **** the residents at *************** for water, sewer, and gas. We **** the residents at this property based on our Ratio Utility Billing (RUBS) method.
  
  The billing is supported by your lease agreement. If you have any disputes regarding your lease, please address them directly with your property management.
  
  We have notified them of your concerns. Please reach out to them for further information.
  
  Thank you,
  ***************************
  Customer Service Manager

*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. ↩