ComplaintsforMcWHINNEY

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged a $52.70 utility after the expiration of the lease contract at the McWhinney property Clovis Point. The company was unresponsive via phone and email and the bill was paid by me to avoid having a late bill on my credit report. After one email, three unanswered phone calls, and four follow-ups to the email asking for a refund for the portion of the bill after the lease expiration, there was no resolution and the only response was to contact somebody else at the property.

  Business response

  05/26/2023

  Good afternoon-

   

  After reviewing the compliant, I researched the attached move out charges for the past resident. The resident moved into Clovis Point Apartments in 6/15/21 and did not receive their first utility billing from our third party until 8/1/221. This is because residents have to use their utilities prior to knowing was the usage billings need to be. Just like in a home, you have to use the electric, gas, water, etc. prior to the utility companies charging you for the usage. We use a third party company that allocated the reimbursements to the residents once they pay the utility bills.

  When the resident moved out, they were charged for their usages once again in arrears. The attached move out statement that was send to them clearly states the usage dates of 12/1/22- 1/14/23. 

  I will have the Community Manager reach out to the past tenant to try to explain billing methodology to the so there is no further confusion.

  Thank you
  

  Customer response

  05/30/2023

  Complaint: 20087925
  
  I am rejecting this response because: The attached moveout statement does not have any electricity bills for the apartment, only common areas. I am not disputing the utilities in the common areas. I am disputing the electric bill charged for the apartment by the city of Longmont. I've attached the electric bill which has a billing date of 01/09/23 - 02/15/23. Because my lease ended on January 14. I should only be paying the utility bill from January 9-14, not from January 15 - February 15 after the lease ended. I understand you might not control the billing period by the city of Longmont, which is why I asked for a pro-rated portion of the attached utility bill for the charges after my lease ended. This was explained to the Clovis Point management multiple times and I gave them three months to come up with a resolution, which they failed to do. 
  
  Regards,
  
  Antara Prakash

  Business response

  06/14/2023

  Ms. Prakash-

  The agreement for services is with the City of Longmont, not Clovis Point. We cannot set up or end services with a third-party company on your behalf.  Your lease states it is your responsibility to communicate dates of service, not ours. We have no way to provide payment to them for a bill we have no responsibility nor did we collect the income for these charges. In an effort to provide good customer service, I did have our Community Manager send a gift card to your forwarding address since the bill period was for the apartment vacant use that we would typically pay. Since this was a billing issue with the City of Longmont and not us, can you please remove the complaint and address with the City?

   

  Thank you

   

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. The city of Longmont gave me specific instructions for somebody at Clovis Point to contact them to adjust billing dates after I tried to adjust the billing dates myself. If somebody at Clovis Point would have responded to me or put any ounce of effort at all to resolve the issue back in February, I wouldn't have made the BBB complaint even if I would have not gotten my money back. The fact that it took four months, six email follow-ups, three missed phone calls, and a BBB complaint to get any customer service is unacceptable regardless of the circumstances around the utilities billing. However, the office did finally resolve the issue, so I will accept your response.
  
  Regards,
  
  Antara Prakash

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