ComplaintsforUtilebill Home Services Inc

• Initial Complaint

  21/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Utilebill used to be part of ******** *** . oncethey stopped being associated with it they became their own company. i sold my house in 2023.... i have been sent buyout statements from them but when I call back I get either the name Utilebill or ****** *****. * ******* ** **** ******* *** **** ******* **** ********* **** *** **** * ***** ****** *** **** ***********  I would like to not have to pay for this as i don't remember ever signing up for an HVAC. I was also told that i could not fit an HVAC in my former furnace room

  Business response

  19/03/2024

  Hi *****, 
  
  Thank you for sharing your concern. 
  
  I regret to hear that you have sold our furnace to someone else without our authorization, and that since you sold it, you no longer wish to pay for it. 

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

  Given that you have sold our furnace to someone else as part of your property sale, your buyout is now due by default. 

  Your buyout amount is calculated based on the total remaining payments in the 120 month term. We have received 72 payments, which leaves 48 remaining, and your current monthly rate is $103.26. With that, we can calculate your buyout amount as: 48 x $103.26 = $4,956.48 + tax. 

  ******** ** * **** ** **** ****** ******** In order to make payment, please mail a copy of the ******** invoice along with a certified cheque for the full amount made payable to Utilebill Home Services Inc, to our office: Utilebill Home Services Inc, **** ******** *** ***** ***** **** North York, ON, *** ***. 
  
  Please let me know if you have any questions. 
  
  Thank you, 
  Utilebill.  

  Customer response

  19/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  *** *********** **** ********* ** ******* ** ******** i did not sell my house with the HVAC as i found out that i was renting not owning the item. therefore it became my responsibility to pay for something that i was not using. 
  
  Sincerely,
  
  ***** ******

  Business response

  22/03/2024

  Hi *****, 
  
  I'm not understanding, can you please clarify; 
  
  Records indicate that you sold the home in which our equipment was installed, with the property sale being completed on/around May 23rd, 2023.A property listing from prior to the sale mentions central air conditioning, along with the forced air heating system which would include a furnace, where we installed a furnace at that property for you. 

  Can you please confirm if you left our furnace in the home for the sale? Or, did you remove our furnace and still have it? I should mention that either way, both scenarios would result in a breach of the terms and conditions of the agreement in place, resulting in a buyout payment becoming due.  
  
  Thanks, 
  Utilebill. 

  Customer response

  26/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: i did not take the furnace out and i thought i had paid in full for the HVAC not airconditioning. the air conditioning was already paid. i feel **** * *** ********** ** **** ******* ** they did not explain fully the terms to me
  
  Sincerely,
  
  ***** ******

  Business response

  02/04/2024

  Hi *****, 
  
  Sorry, I am still confused.
  
  The only active account we have for you is the Furnace from February 2018. Can you please advise where the furnace is currently? 
  
  Warm regards,
  Emmet. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: the furnace/HVAC is still at the previous address. I feel I should not pay ******* * *** ********** ** ********* ***********
  
  Sincerely,
  
  ***** ******

  Business response

  28/05/2024

  Hi *****, 
  
  Unfortunately in that case you have sold our equipment to someone else without our authorization and as a result we are now seeking payment of the buyout amount due. 

  At this time, we don't have any other option. 
  
  Regards, 
  Utilebill 

   

  Customer response

  28/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  28/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The company is charging me for a water filter that is broken and for a humidifier that has not been serviced. We have tried to call and send a written letter to them directly since 2019, with no response back. I stopped paying them and then they contacted my bank for payment. The broken water filter also caused damage to my kitchen and gas to be repaired. I have pictures as proof. Water filter has been broken since 2019. Since they are not providing any replacement of product or service for the humidifier then we would like them to reclaim their items and stop billing us.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Have been paying utilebill through my ******** bill for many year, but in December 2022, utilebil separated from the ******** bill, and finally seeing it, I have been attempting to contact them. I would like to know what piece of equipment I am renting, I would like to know why I have a December bill plus a charge on my ******** bill, and I would like to know why I'm paying rent on equipment that DOES NOT WORK and has not worked in years.

• Initial Complaint

  25/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We moved existing water filtration system from our old house in Newmarket to our new house in Barrie on Oct 7, 2021. UtilEBill told us to pay ******* corporation for a portion of monthly dues for the equipment move while continuing to take out monthly payments on our credit card. ******** was no longer carrying UtilEBill on their monthly billing as of Dec 2021 so we had to set up credit card payments with UtilEBill. Since then UtilEBill has been invoicing me for each month with a physical paper Bill while continuing to take out monthly payments on my **** for the same equipment rental amounts. I have called UtilEBill 6 times since October to get this resolved and they keep telling me they will take care of it. Interestingly enough UtilEBill customer service reps say they have never heard of ******* corporation. Here are the addresses of both businesses..... UtilEBill ***************************************************************** ************************************************************************************** I was finally able to contact a customer service representative from ******* today. The lady I spoke to said she is new but promises to get to the bottom of this situation. My biggest concern from the first time I spoke to UtilEBill is that my credit would be affected for non payments as per their paper copy invoice. Even though they were taking monthly payments on my credit card, their billing department has me in collections now. ******************************************************************************************************************************************* ****************************** I also sent copies of proof of payments to ******* to UtilEBill so they can credit my account. They still have not done so. They also say they will call me back and never do. *********************************************************************************************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We were promised a $30.00 dollar gift card from them when ************ stopped letting us pay for our.a.c unit on our gas bill. The card was suppose to be sent to us 30 days after our first payment. Our first payment was Dec 1st 2021. We are now Mar 1/2022 and after calling 4 times now we have received nothing and no one returns our calls. Of which they say they will call us back within 24 hrs.

• Initial Complaint

  21/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In March of 2017 ******* signed a contract for the replacement of a AC motor in the furnace with a DC motor with a company called ****. Payments would be made through ******** on a monthly basis on the down-payment plan of appr. $100.00 a month for about five years. We were not aware at the time that the contract actually talked about a rental. I paid the above amount till in the beginning of October I received a phone call from Utilebill asking me to transfer the account to their company by means of pre-authorized payments. I did not like the high-pressure tactics of the employee and I do not usually allow pre-authorized payments. I also looked over my contract and noticed that the payments were to be made for only 50 months, not 120 months as was said by the employee. I have been writing letters to Utilebill asking for an explanation for two months asking for a statement of my account, and an explanation why they continued to deduct moneys when the contract had expired. I insisted that they put all their replies on paper and send it by mail. We have been ******** almost daily with phone calls in spite of my continued requests not to phone our number. I received two bills in December for what I owed (for different amounts) and a e-mail demanding that I pay and that the terms of repayment are 120 months. I have put all documentation together and would be pleased to send it to you. I would prefer to send you the documentation by mail.

• Initial Complaint

  22/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In July 2017, we needed to replace our furnace and A/C unit. Someone came to our door purporting to be an Ontario Gov't Rep to SELL us a new furnace and A/C unit. We agreed to PURCHASE as we had done twice in the past. We filled out an Ontario Residential Energy Assessment form which was to provide us a $2,100 rebate. It also included a 10-year warranty. We never got the rebate. ************************************************************************************************************************************************************************************************* By September, we were being charged close to $200/month for what I assumed were payments towards our purchases. At that time, the paperwork had been misplaced. The $$ were collected by ******** on behalf of UtilEBill. ******** stopped collecting starting this December and these scammers (as per online info) are now sending me bills for RENTAL fees. I did not RENT these items, I PURCHASED them. Why else would I have been given a 10-year warranty? I'm sure the full cost has long since been paid, and I owe these people NOTHING. A refund of the excess amount paid would also be appreciated. Thank you

• Initial Complaint

  04/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up with an HVAC company called **** ***** Home Comfort for an air conditioner five years ago. I am billed through ******** gas under third party charges. I have been alerted that ******** is no longer going to be involved with the billing. I was told by a finance company called UtilEbill that I have to give them my banking information for pre authorized payment by December 1st 2021, or I will be charged late fees and my credit will be ruined and they could put a lien on my house. **** ***** Home Comfort reluctantly admitted they sold my contract to this finance company called UtilEbill. ************************ giving my banking information to this company. I have never heard of them. I did not sign my contract with them. ******************************************* It is very difficult to get a hold of them and difficult to understand them. They refuse to give me any answers in writing for me to review via email. I wish to either cancel my contract by buying out the rest of the term, or continuing to pay monthly but not using pre authorized payment. There has been no clear answer on how much it would cost or how I could pay it. My current pre authorized payment through ******** gas would not cover a buy out of the contract, yet I am not given another method of payment option. ************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  04/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  TilEbill Home Service did not fulfill their agreement. These include no service or repair for the past 5 years, no 24-7 service, over charged monthly agreement, no notification that they switched services to TilEbill Home Service. No 3 hour response time on calls as promised. It was a ******** contract from **** **** Services that switched to TilEbill Home Services, without no notification.

• Initial Complaint

  02/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  UtilEbil has notified that they are transitioning from billing customers through ********. There are numerous reports of people complaining about multiple transactions per month, or even having withdrawn from the account after termination of contract. The company refuses to send a bill, or provide any payment system other than automated pre-authorized payment without an accompanying bill. I ask for a monthly bill, and they simply say there cannot do so. They provide no information as to how the customer can verify the bill each month. I would like to receive a monthly bill for which I can both check the amount and make manual payment.

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