Complaints

This profile includes complaints for American Utility Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Utility Management, Inc.

  PO Box 4957 Oak Brook, IL 60522-4957

• 

  American Utility Management, Inc.

  P.O. Box 60068 Los Angeles, CA 90060-0068

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 09 WOOD RESIDENTIAL SERVICES ACCT #: *******BAL. $760.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Water bill is 3xs higher than homes of 800-1200sf larger than my apartment. Billing refuses to do anything about the problem even though other tenants have complained.

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14th I paid a bill of $136.38 and then I set up auto pay so that the money could automatically be taken out the next month of November but on October 20th this company took $131.38 out of my account even though the bill for the month of October had already been paid. The company realized their mistake and returned my money then charged me a return fee. I contacted customer support to have the return fee waived and I was told they could not do that because it was a valid charge even though the mistake was made on the companys part. I asked the customer service agent to cancel my auto pay and he told me that I would have to do it myself so I did. After cancelling auto pay I paid my $86.98 November bill on my own on the 18th but auto pay still took $81.98 out of my account on the 20th. This company should have never taken anything out of my account when I had a balance of $0 due and this is the second time that they made this mistake. After they wrongfully took $81.98 from me my bank account became overdrawn. I contacted customer support again asking why did they take money from me when I had a balance of $0 due and they told me the bill was generated on 11/03/2022 which was prior when you cancelled the autopay on 11/14/2022. This means that it was pre-authorized for us to draft the payment on your automatic payment even if you have cancelled it. That is not a valid excuse because even if that were the case I had a balance of $0 due so nothing should have came out of my account. I called customer support and they told me that they could apply the credit to my next bill but I wanted my money returned back to my card so I could undraft my account. They told me they would refund me by check and it will take 20 plus days before I can get it. I will be charged overdraft fees by the time the check comes. I asked them for an email confirmation and case number and the agent told me that they could not give me either of those. My account number is **********.

• Initial Complaint

  Date:10/31/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AUM has a terrible IT system and blame their customers for their problems. There are only three methods to pay utility bills at ***: first, you can use bank account to set up the automatic payment but this takes 2 billing cycle, during which you will be charged for late fee. Second, you can use credit card to make a payment but you are charged additional $5 for credit card usage. However, this is the only method that you can use it online. There is no debt card or other methods without that evil and dishonest charge. Third, you can send the check while they will process late fees if the check is proceeded after the due day. The late fee is $12.I set up the automatic payment in the early September and I was informed by the end of Oct that the automatic payment was not successful and I was charged further at $35 return payment fee. The bank account was successful and has been used immediately at PGE, liberty utility, statefarm insurances and the apartment. All are successful and available instantly. The only exception is AUM, where I was charged for $12 per month late fee, $35 return payment fee, $5 one-time online payment fee. Is the customer the one that AUM should punish? Definitely NO! I have great credit history and made every single payment on time to all my bills, but I was charged for many fees (there are even monthly admin fees in AUM) for the problems that IT system of AUM caused.I request the refund of all evil extra charges on my account and I request AUM to improve their payment system.

• Initial Complaint

  Date:06/16/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern.Account #*********0417 Several months ago I would have been in contact with AUM about my water **** and my auto-pay enrollment. I contacted them about canceling because this company is posting withdrawals 10 days and beyond to my account. A discussion was had that this was crazy considering it was more than a pay period if you get paid biweekly as I do. With all the pandemic and inflation, I explained to the representative that I am no longer able to do auto payment and would like to cancel. Bearing in mind this was way before my payment was due. I was met by a rude rep who seek only respond by saying there was nothing he/she can do and the payment will still be posted.There is always something you can do, but the fact that he/she did not even try. I then proceeded to have my bank block any auto payment from AUM. I contacted AUM through several emails and no response. I also informed them not to submit this payment because it would be refused by my bank. Without even responding to my email, they submitted the payment and now have the 35 dollars fee tagged to my account. It has been almost a year since I have had this account and never have I been late or missed a payment and payment has always been made in full.I emailed again asking them to please remove the fee assessed on my account and it has been a few months, even if they would do it as a courtesy, and no response. I continued to pay my **** for what is due minus the fee. Should this not be resolved, I am willing to pay this fee so it does not reflect negatively on my account, but will be taking this matter to consumer affairs and the AG's office.I try really hard to be a good customer and all I expected in return was to be met with the same. It's not like I tried to cancel the day the payment was due.Thank you KG *********

• Initial Complaint

  Date:05/27/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our condo association has used Realpage Utility Management, part of American Utility Management, for water and sewage billing for a number of years. Previous to the new association taking over in January, we submitted our payments through the association with our maintenance fees each month. Now we have to pay RUM/AUM directly.Beginning with my Feb 2022 billing, my usage fees were higher than they should have been, I contacted the **** who said that it was because of the transition with the new association. I then received the March **** which was even higher. When I called **** they told me it was because the usage was being estimated. When I explained that the estimate was too high, referring to my my consistent past ********, they said I would have to wait until after 3 consecutive actual meter readings before I could dispute the ****. I informed them that I will not pay the **** until it is corrected. I received another estimated **** for ***** and May. The unit has been vacant for 3 years. I contacted the condo association to help sort this out, since AUM said that they provide the meter readings, and provided past bills, bank statements, etc., showing that my monthly usage consistently falls between $7 and $9. For the 4 outstanding bills, I estimate that I owe them about $36, but even after adjusting the ****, they claim my account balance is $55, without proving any justification as to how it was determined.Because the effort of trying to resolve this issue is going on 4 months, I am remitting a "good faith" payment of $36, my approximation of the true amount owed. But of course am concerned about impacts to my credit rating should they report a delinquency for not paying the full amount.All I'm asking for is that my account balance be realistically adjusted based on past historical use, and based on actual meter readings moving forward.