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          Business Profile

          Billing Services

          Redwood Utility Billing Service

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Billing Services.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/26/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            Redwood utility billing service *** (**** *******, ****, *******) unprofessionally dismissed my customer concerns. First phone contact to seek ACH sign up assistance shocked me as ************** rudely disconnected the call while I was voicing my concerns that their companys ACH sign up site is glitched and that I am unable to sign up.Furthermore, my subsequent calls went promptly to voicemail.

            Business response

            12/10/2024

            Mr. ******** contacted our customer ********************** department on November 26, 2024 at 10:10am asking for assistance setting up an ACH account for his payments. He stated that our site was not working and was stupid and useless.  My customer ********************** specialist continued to try and assist him with the setup of his ACH account, but Mr. ******** continued to shout and talk over her.  All account activity is time stamped, and on the same day at 11:34am his account shows  he was able to successfully setup an ACH account. Therefore, Mr. ******** issue has been resolved and appears no further action is necessary.

             

             

          • Initial Complaint

            07/22/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            This company bills you for water, sewage, garbage. Some months, it's $100+, sometimes it's over $200. No breakdown of usage. Sometimes we're away on business trips for weeks at a time but the bill is higher than usual. We need to see an itemized breakdown of charges and there are no meters showing individual usage. We need everything to be itemized.

            Business response

            07/23/2024

            Redwood Utility Billing Service is a 3rd party billing company who contracts with owners of multi-family properties to bill residents for a share of the utility costs, typically water, sewer and trash. Based on the age and construction of a property, sometimes it is not possible to sub-meter an individual unit for water and sewer charges.  In this case we use a ratio billing based on the number of occupants in each unit. Our invoices always show a breakdown of charges indicated in separate line items.(see attachment) The resident(s) responsibility to pay for their share of utilities is tied directly to their rental agreement with the property. There is not billing adjustment to be made.

            Customer response

            07/23/2024

             
            Complaint: 22027501

            I am rejecting this response because:  If you don't have individual meters, who determines the amount each unit uses?  How do you know how many people occupy a residence?  People lie all the time and say less than however many for this exact reason.  Do you guys send out an independent company to see how many people live in a unit?  Your company has a lot of Yelp reviews expressing the same sentiment as I am.  *******************************************************************************************************************************

            And you still haven't explained how when no one is home for days or weeks, my bill goes up still.  

            Sincerely,

            ***************

          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 Rating & Accreditation

          A

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 6

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          PO Box 8400

          Santa Rosa, CA 95407-1400

          Visit Website
          (888) 814-9518

          Customer Complaints Summary

          2 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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