Complaints

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:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This business is just awful. You can take 2 minutes to read the reviews about them on ****** and understand but they are the company I pay my water bill to. Theres no evidence they actually read meters and charge insane late fees. They send people to your door to leave notices and will shut your water off without notice which seems borderline illegal. Their customer service **** are awful and they offer no solutions or help with any possible payment plans. This company just tries to **** as much money out of you as they can and unfortunately because having running water is a necessity I have no choice but to pay whatever they want.

  Business Response

  Date: 02/11/2025

  Infinity Billing Enterprises is a billing company for the community of **************** where this resident lives.  We are contracted to read meters, bill residents and collect past due balances in a timely manner.

  The following statement is on every bill sent out:

  "Access your account at *********************  using your account number and password. You can confirm payment receipt, review billing history or make a payment. You may also sign up for internet bill delivery or to request an email reminder should you inadvertently let your account become seriously delinquent. Please note: If payment is not received on or before ten days following the due date, your service is subject to immediate termination. If your payment is not received the day before your scheduled service termination date and a service call is required to terminate service or collect payment, additional fees will apply. These fees along with your outstanding balance must be paid in full before service can be restored. We're sorry, cash cannot be accepted by our field personnel. Please contact our **************************** to set up a FREE automatic payment using your checking account number. **************** hours are 8:30 a.m. to 12:00 noon and 1:00 ****** 5:30 p.m. Monday - Thursday
  8:30 a.m. to 12:00 noon and 1:00 p.m. to 4:00 p.m. on Friday."

  Please note the statement that if your payment is not received on or before 10 days following the due date, your service is subject to immediate service termination.  This is a monthly bill and should be paid as such.  The account currently has not been paid since November.  

  Our policies do not allow for extensions or payment plans to accounts that are multiple months behind.  

  The evidence that we read the meters is the actual meter.  The read is printed on the bill each month and the meter is on the residents home so they can compare at any time.

  Late fees are applied the day after the due date.  Collection or shut off fees are applied to any home we have to visit due to unpaid balances.  Shut off notices are mailed as well as the options online to receive a 24 hour notice of pending shut off that this resident has not opted in for.

  We offer a free auto pay service so that you can keep the bill paid each month with no additional fees no matter what date you choose for the draft.  

  If a resident is in shut off status and in danger of service termination we offer help with charity pays and this resident has taken advantage of that help as well, when service was terminated after several months of short paying the account.  She now states the charity will not respond to her.

  We do not respond to ****** Reviews.  Most people only take the time to review us when their water has been shut off for non payment or they are not granted an additional extension when they are behind.

  All additional fees can be avoided simply by paying the bill by the due date monthly.

   

   

  Customer Answer

  Date: 02/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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

  Date:11/18/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Over the last year they have refused to do anything about my ridiculous water bill. There is no way my bill every month is $200 or more. The ************ (Lake in the Hills in ************) won't give me any help either. Today, the company shut off my water over a two month past due water bill which is an issue because-1. I have only received ONE bill in the last two months 2.There was no warning, notice, or anything about my water being shut off I'm getting no help and no answers from everyone.

  Business Response

  Date: 11/25/2024

  There was only one bill that was over ****** and that was due to very high usage.  Infinity Billing Enterprises is under contract with Lake in the Hills to bill for any usage measured on the meter.  

  The meter was not working properly and was not recording any usage so you received a bill for 5.30 for 5 months.

  You have an email address on your account of ********************* on the account and no emailed bills are being returned and no **** mail is being returned on your account.  We have offered the free auto pay service that you refused.  This would allow you to have your payment made once a month on the date of your choosing and no late fees applied.

  The notice of shut off was mailed to you on 11/4.  

  If you would like your meter looked at we charge ***** per hour + materials to fix any issues or you can speak to your property management office.

   

   

   

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This company falsified meter readings, they are way off and completely inaccurate. No one uses ****** in water for a two person household. On top of all the fees they charge.

  Business Response

  Date: 10/28/2024

  Our customer service telephone number is listed on the billing.  If the resident would call in we could direct her how to compare her meter to what she is being billed for.  

  This resident has never contacted us to see if there is an issue to resolve.  This amount of usage is not unusual for this resident.

   

   

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Today, June 17th, at 2:48pm I made a phone call to Infinity Billing in an effort to pay my bill, as I did not have the funds to pay until today. The phone call was answered by someone who identified themselves as ******. She refused to offer any additional information. She was working from a *************** When I indicated I was planning to pay the balance, ****** stated that my service was shutoff. This is unacceptable and I said as much. Once again, Infinity Billing has violated my rights as a citizen in the *****************. According to Michigan State Law on Utilities - MCL - Section *****q: "a provider's governing body *shall* (NOT OPTIONAL) establish a policy to allow a customer the opportunity to enter into a payment plan for an amount owed to the provider that is not in dispute"I asked why I wasn't offered a payment plan prior to shutoff and ****** stated "It is not company policy" for anything other than leaks and some other examples. I then voiced how absurd it is that a company would even try to contend that a company policy supersedes a state LAW. I was absolutely incredulous. Then ******'s tone turned defensive as I voiced my frustration with uniquely unethical company that she has the misfortune of representing. She was also decidedly NOT cooperative during this engagement. I asked to speak to someone who could help me make this right and she offered an email I could reach out to. The last time I had a problem, I reached out to this email and the cowards that run this company ignored me. So, now they're arguing that I owe an *additional* $70 for a disconnection fee for a disconnection THAT NEVER SHOULD HAVE HAPPENED. Infinity Billing does bad things to people that don't deserve it, they throw unnecessary and a illegal barriers up when seeking resolution, and leadership intentionally avoids responsibility and the people they've wronged. This blatant disregard for AND OUTRIGHT VIOLATION of my rights and well-being is unacceptable.

  Business Response

  Date: 06/18/2024

  ****************** submitted almost verbatim this exact complaint in March of this year for the same reason.  His service was disconnected for non payment then and it is again at this time.

  He has not paid his bill again since his service was disconnected in March, resulting in the same issue. 

  This is a monthly bill due and payable each month.  We accept payments by mail, by phone, on the resident portal, and even a free auto pay service.  ****************** receives both US mail and online bills monthly. He has the same options for notifications and to avoid shut off as any other resident within this community.  Just for context out of 178 billed residents only 10 including ****************** ended up being shut off for non payment.  168 other residents managed to get their bills paid in a timely manner.  

  The following statement is printed on every bill that is mailed out:
  

  Access your account at www.customerfirst.net  using your account number and password. You can confirm payment receipt, review billing history or make a payment. You may also sign up for internet bill delivery or to request an email reminder should you inadvertently let your account become seriously delinquent. Please note: If payment is not received on or before ten days following the due date, your service is subject to immediate termination. If your payment is not received the day before your scheduled service termination date and a service call is required to terminate service or collect payment, additional fees will apply. These fees along with your outstanding balance must be paid in full before service can be restored. We're sorry, cash cannot be accepted by our field personnel. Please contact our **************************** to set up a FREE automatic payment using your checking account number. **************** hours are 8:30 a.m. to 12:00 noon and 1:00 p.m.to 5:30 p.m. Monday - Thursday
  8:30 a.m. to 12:00 noon and 1:00 p.m. to 4:00 p.m. on Friday.

  ***************** continues to question our customer service team and demand to speak with others and call back repeatedly only to say the same things.  **************** Reps are not required to give out their last names, or where the work, or any other personal information.  If ****************** is unhappy with the  customer service he received which was very clear regarding our policy and procedure then he may use the web site to submit a formal complaint or continue to use the BBB platform for the same complaint each time he does not pay his bill.  If his email contains foul language it will not be received or responded to.

  Infinity Billing Enterprises is a billing service under contract by YES! Communities the owners of **************************** where ****************** resides.  We are contractually obligated to read meters, bill residents and collect balances including terminating service for unpaid balances.  If he feels his rights are being violated he should speak to his property manager.
  
  Thank you.

   

  
  
  

   

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  It may not directly involve a health issue but I think holding a persons water hostage is **** close. This billing company that my community uses for our water, trash, and sewage always gives a 24 shut off notice on Saturdays when they're not even in office on the weekends. Is that even legal? I mean at least that has to be questionable. I called them and left a message saying I could pay 1-2 days later. I got a phone call at 8am Monday saying that they could not make arrangements because the truck was on the way. I asked for 2 hours to get money into my bank account and they said "you have 30 minutes to pay half". I shouldn't feel like I'm being strong armed for my utilities. My total **** was $126. I got in an argument with them about customer service and they then refused to take my payment and told me I had to catch the person before they shut it off and pay the full amount. Not only that but if I got disconnected there's a $75 fee to have them turn the valve the opposite direction. There are two terrible women in the "office" answering the phones and they're unhelpful in an way. It's a utility and not to mention a basic human right and need to have water! And not be hassled when times are tough. People go to jail for not giving a dog water but I get harassed just trying to make arrangements to keep water for me, my son, and my dog. I want at the VERY LEAST to have them change it to a 3 day notice so WHEN they send the disconnection notice on Saturday as usual you have an actual business day or two to figure it out. I also don't think an apology by those 2 horrible women for being far less than human about the whole situation.

  Business Response

  Date: 08/15/2022

  A 24 hour notice of shut off is just that - a 24 hour notice that your water will be shut off the next day.  Our office is closed on the weekend but our web-site is available 24 -7.  The terrible lady the customer is speaking of offered him a solution with a partial payment if he could get it made prior to the arrival of the shut off technician.  Rather than pay the ****, that is 2 months past due at that time or pay the partial payment the terrible customer service rep offered him, he chose to hang up and call back multiple times trying to get a different answer from someone else.  He then went to the property manager to say that we would not help him, so we let the manager know that he had previously hung up on our staff members 3 times and that he was told to have the payment available for the tech when they came to the door.  No one is ever asked to go look for one of our tech's, nor do they have to be home.  He could have left the payment at his home for them to pick up as they will always give the resident the opportunity to pay before the service is terminated.

   

  IBE is a billing service for the community.  **************** asked for a 3 day notice.  The bills he is past due on were due on 6/29 and 7/28.  Final notices were mailed on 6/30 & 7/29.  The **** states that anything that is 10 days past due is subject for immediate service termination.  This resident has the ability to sign up for a free auto pay service and to log into the web site at any time and check the status of his account.  It seems each time **************** gets into a shut off situation his first action is to contact the BBB.  This is a monthly water **** and therefore needs to be paid monthly.  It is my understanding that *************** was able to pay the tech when she came to his door and his water was not shut off.  As our notice says payment has to be made prior to the shut off date.  In the future it would be more efficient to make the payment by the due date instead of waiting for the 24 notice of shut off to try and make arrangements.  By the time that notice goes out the only option left is to pay on the web site before office hours on the shut off date.  Once the service terminations have been dispatched for the day the only option is to pay the tech or pay for reconnection.

   

  Customer ************* Center

  Customer Answer

  Date: 08/15/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  You're just a collection monkey and may not see it as a human right but water is as important as any other utility and and shouldn't be managed by collection hounds but rather customer service with actual options.  Your website has 2 options Pay and call.  I called and get 2 options pay or leave a message.  So I left a message asking for 2 days.  I don't see it as a huge deal asking for 2 days for water in the middle of summer and you see it as 2 months payment.  Which I had, I just needed to wait for it to post to my account and I couldn't get the courtesy of that.  Why?  Because apparently my community prefers a budget collection company over an actual customer service company capable of handling a utility.
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  They sent people to my house to shut off my water scared my daughter laughed as they ran to there vehicles when they heard me coming never gave me any shut off notice and refuses to work with me on a payment

  Business Response

  Date: 07/27/2022

  As we informed ************ in a phone conversation yesterday after a profanity laced voicemail was left while our office was closed for lunch. The water service was disconnected at ******************************* Lot 12 ********* ** for non payment on 7/26/22.  The last payment on the account was on 5/19.  The account is two months past due.  The monthly **** states that any balance more than 10 days past the due date is subject to service termination.  If a visit to the home is required additional fees will apply.  For reconnection the resident will need to pay 142.00.  

  In addition to the **** warning, final notice of disconnection was mailed to the home on 7/15.  This notice states that payment has to be in our office no later than 7/14 to avoid service termination on 7/15.

  Our field tech's were training new employees at the time of the shut off so there were 2 people working together learning to crawl under the home and do the disconnection.  As you may imagine they would much rather pick up a payment when they knock on the door rather than having to crawl under a home to do the disconnection.  No one answered the door so they had to proceed with the disconnection.  Both tech's do not recall anyone calling out to them but they may have laughed about making sure there were no spiders in their hair.  

  We have no knowledge of the times of day that the resident sleeps or if children are or are not in the home.  We offer a number of ways to make payment to avoid any visits from tech's to either collect or shut off for past due accounts. Please consider setting up a free auto pay using your checking account to pay on your due date or another date of your choice to avoid future late fees and/or collection visits or service termination.

   

  CustomerFirst Service Center