ComplaintsforMinol USA

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12/24 I was charged $640 by Minol, which they are stating is from autopay. There is no selection on their website or anything that specifies autopay will charge the entire accounts current balance. I had turned off autopay and still received this large charge of the entire account balance, rather than the most recent statement balance. While the charge was pending, I contacted customer service (the same day, at 2PM). The representative stated she could cancel the payment but she was unable to find it. She attempted to get her boss, ********************* (execute associate director) to help her resolve it, but **** had already left for the day. The representative stated she would be able to help me cancel it on Monday and I asked her, is she going to be able to cancel it if it goes through by then? She stated yes. **** left a voicemail Monday morning that theres nothing she can do and I should file a dispute with my bank. She has refused to call me back or help whatsoever. This was a lot of money and as an Executive Director, this type of service is unacceptable. It was her and her employees fault they couldnt figure out how to cancel it, and because she was out of the office the unexpected charge went through. I am asking for **** to be held accountable for very poor customer service, and better website design to avoid taking advantage of other customers in the future.

  Business response

  07/22/2024

  Thank you for allowing Minol to investigate the residents concern. Minol is third party billing agent that calculates monthly utility charges for residents of Summit View Apartments. Minol receives payments from residents and then issues lump payments to the Property.  AutoPay is offered to residents as a convenient way to ensure they do not miss a payment. When a resident signs up for AutoPay they are instructed to review *** and that they agree to the *** upon submission. Minol has attached the Terms and Conditions (***) for the AutoPay Program.

  Under those conditions it is clearly stated that the individual is authorizing Minol USA to pay account in full. ********************** had a balance of $636.82, due to unpaid invoices, when she signed up for AutoPay.
  

  The *** also states AutoPay must be canceled six (6) days prior to next due date, ********************** did not cancel AutoPay until the day after payment was processed. As **************** stated AutoPay payments cant be reversed by Minol. It is because payment was made through a system that is not managed by Minol or Minols accounting team. As stated in the ***, any payments already processed prior to the cancellation date will be completed and may not be canceled or suspended by the individual. While ********************** may feel she was taken advantage of all of her concerns were addressed in the *** which is the individuals responsibility to review prior to Authorization.

  As **************** provided the only solution for ********************** is to request a stop payment with her banking institution. The ability for the bank to issue that stop payment is between her and her banking institution as it is in fact an amount ********************** owes.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  First, you can't log in using the bills account number online. Second, to use a debit card over the phone you have to pay a service fee. Third, they cut off the water prior to the resident receiving a bill in the mail. Fourth, they are closed Sat and Sun, after paying you still must go all weekend with no water to flush brush cook or shower. A 1 STAR RATING IS A GIFT!!

  Business response

  07/09/2024

  Thank you for allowing Minol USA the opportunity to respond to your concern. First, Minol wants to make it very clear that we do not turn off resident utilities. That is not within Minol's scope or ability. If your utilities were disconnected you need to contact your ******************** Minol USA is solely a billing agent that is responsible for calculating resident monthly utility charges. We were unable to locate an account with the name, phone, and email provided. There was no address provided so a search based on Property name was not possible. Please email CRM-************************************** for further assistance, they will need your account number and the name associated with the account. Thank you.

  Customer response

  07/16/2024

  Please cancel the complaint for Minol USA over water they fixed it very fast

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Normalmente mi recibo de agua es de 15 dlares a 20, se ha mantenido en este rango durante aproximadamente 9 meses, ahora mi ltimo bill lleg por 106,87 , es mas de un 80% de incremento, he llamado ms de 4 veces a minol y su respuesta es que el rate de la ciudad subi y por eso es el incremento. Bsicamente no he obtenido una respuesta vlida para tal incremento tan exagerado, obligada he tenido que realizar el pago ya que debo hacerlo a la propiedad donde vivo junto con la renta.

   

  Normally my water bill is $15 to $20, it has stayed in this range for about 9 months, now my latest bill came for $106.87, that's more than an 80% increase, I've called minol more than 4 times and their response is that the city rate went up and that's why there's the increase. Basically I haven't gotten a valid response for such an exaggerated increase, I've been forced to make the payment since I have to make it to the property where I live along with the rent.

  Business response

  07/19/2024

  Thank you for allowing Minol to research your concern. For informative purposes Minol is contracted by the Property Owner to calculate resident bills for utilities. Minol receives provider bills from the Property to calculate the rate billed to resident. Unfortunately the property was not receiving all of their provider bills, so residents were under charged for a period of months. The provider bills have been received and the result is a higher rate billed to residents. The property should be sending out notices to residents to explain the situation. For an explanation of how your specific bills were calculated you can email CRM-*************************************** Thank you.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are a family of 3 (2 Adults and 1 toddler) and we are getting higher water bill charges on monthly basis. We reached out to Minol and didn't receive any response. As per Apartment manager, these charges are as per reading but we are definitely sure that they are overcharging us because earlier payment is now tripled and no explicit leaks have been found in our. 1 bedroom apartment. We don't use any dishwasher and laundry is not available in our apartment so water consumption cannot even be so high. Hence request your team's intervention to get a resolution from Minol. Below mentioned amount is what we pay monthly

  Business response

  04/02/2024

  Thank you for your inquiry. However, we are unable to locate an account under the name of ***************************************. Please provide the name as it appears on your resident billing statement or an account number. You may also email CRM-************************************** for direct assistance.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just received a bill from my apartment manager saying I owe minol over $4000 for utilities that I have not received bills for.

  Business response

  01/18/2024

  Thank you for your inquiry; however, we are unable to locate any account under the name of *******************. Please provide an account number or the name listed on the ********************** Account. As a reminder Minol is a billing agent that is contracted with your property owner to calculate your utility usage and bill accordingly. Any payments received by Minol are sent back to the property owner. If you made payments directly to the property then please have property management notify Minol to ensure that all of your payments have been posted to the account. ********************** does not participate in collection activities, we only mail out statements. Once we receive the account number we can provide a more detailed response. Thank you.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MINOL is a scam and honestly should not be able to conduct business. They take advantage of unsuspecting homeowners/renters. I am a condo owner, and since *** 2023 my water bills gradually went up. I called in a couple times to question the increasing charges and was informed readings are based on actual usage and youre using your heat now and that is the reason for the increased price. This tricked me for a few months until the bills literally QUADRUPLED in a mere 8 months time. I called in many times requesting my water reads which they sent me via email which showed 700+ gallons a day usage which is equivalent to a family of 8! I am a single homeowner and this was obviously incorrect. Minol told me over and over it must be a leak or directing me to my HOA. For MONTHS I tried to resolve the water meter issue minol has never sent someone to check on their equipment or admit it could be wrong. MINOL kept telling me it was my HOAs problem even though we homeowners pay our utility bills separate (not included in HOA fees). Minol has MY credit card on file why dont I have control over this account???It sounds to me like this company has found a loophole and is overcharging people in hopes they do not notice. For renters, they eventually just move out because they cannot resolve nor afford the increasing water bills. For owners, we continue to get misdirected amounting to months or years of overcharges.I can prove my meter issues because the meter is in my house. When I was out of state and my home was completely unoccupied I was still being charged 700 gallons a day! The readings were also perfect whole numbers ex: 700, 750, 600, 620 etc) which is IMPOSSIBLE to achieve with actual use or even a leak. I could tell by looking at the readings they were bullsh*t but youre telling me everyone that works for minol saw those numbers as a leak or my usage. A bunch of CON ARTIST.

  Business response

  10/04/2023

  ************,  Thank you for the opportunity to research your concern. As a point of clarification, Minol is contracted by the property to bill tenants for their utility usage. We received notice of your complaint on Wednesday, September 27th. However, our system shows that you spoke with ************** on Friday, September 22nd and he was assisting you with your concerns. Our records indicate that detailed information was mailed to you explaining the circumstances surrounding your complaint and that your account was credited. At this time your account has a balance of ($127.36). If this did not resolve the situation please feel free to contact ************** to discuss. 

  In regards to Minol having your credit card on file, that is not accurate. Credit card information is not saved on the Minol server once a payment is processed. You set your account up for Autopay and you have the ability to turn it off if you desire.

  Thank you.

  Customer response

  10/04/2023

  I am rejecting this response because:   I have not been properly refunded for the last years worth of over charges. The 127$ that was credited only covered the cost of ONE months overcharges. 
  

  If MINOL had acted promptly to their customers concerns we could of handled this obvious error on their part months ago. This refund doesnt even take into account the amount of time I have dedicated out of my work day to get this issue resolved over the past 90 days.

  I am only willing to pay 30$ a month for my water usage since JANUARY 2023 - Present - please refund accordingly.
  

  Thank you for correcting me on how monthly payments are received. Usually, a company who has my personal checking account on autopay allows me permission to have complete control of that said account. Kindly attach the file in your contract paperwork highlighting where it states the *** has control on the account not the actual homeowners  paying the bill.

  Business response

  10/04/2023

  Thank you for your feedback. For clarification, the amount credited was $211.13, leaving your account at a current balance of ($127.36). As payments are reimbursed to the *** any credits issued must be approved by the ***. If ************** did not resolve your issues to your satisfaction please contact him at ********************************* or at ************. He is currently overseeing your account concerns and in communication with the ***. He is the best individual to discuss for a resolution.

  Business response

  10/04/2023

  ************,

  If you would like a refund check rather than an account credit you will need to email  ********************************* to let him know if you want a check and if so what address you would wan the check mailed. The check amount would be  $211.13 (the amount approved by the ***** Until then a negative balance will remain on your account. Thank you.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a payment 09/16/2023 on water account of ******. ****** goes toward the bill. I was going to make another payment today, but I logged in and the payment I made is not reflecting on the account. Where is my money going? Why did they have it reflect when I paid the payment, then today when I went in to make another payment that amount is wrong that I owe. It said ****** after I made the payment on 09/16/2023 . I have the receipt of payment and that it was approved, and the deduction from financial institution and I talked with them today and they show it pending. I sent Minol USA an email as they are not open today.I need this ****** payment to be reflected- I feared if I made another payment today ( which would have been the ****** of rest owed) that it would not reflect either. What is wrong with your site- it should reflect pending at least, as it did when I made the payment, but now the payment I made is nowhere to be seen there now.... It should show I made a payment somewhere and it does not at all. It makes it look as though I paid nothing and the balance is wrong.

  Customer response

  09/21/2023

  I was able to get some answers from a representative who said they had maintenance going on, but the site said nothing about maintenance. Again, after I paid the first amount and went in the next day (as I said in my post), it did not show any payment made at all. It seems if they were having maintenance I would not be able to get into their website at all. It seems any time a payment is made on an account, it should always show the payment made at least- even if it has not deducted from the balance. Something about that seemed really odd. 

  He also said they were not open on Sunday, but that has nothing to do with the site. 

  Business response

  09/21/2023

  Thank you for the opportunity to research and respond to your concern. Minol is not closed today, the email you received is an automated response so that all emails received can be research and responded to in the order they were received. For a quicker response you may always contact **************** at **************, which is available Monday through Friday 7am-7pm CST. Attached is a screen shot of the current status of your account. The payment you made on Saturday, September 16th was posted on Sunday the 17th. Thank you.

  Customer response

  09/25/2023

  I am rejecting this response because:   

  1. They should not be posting my bill with my personal information here as I did not give them permission for that. I consider that a violation of my personal information. 

  2. The fact that they were not open Sunday had nothing to do with the fact that after I made a payment the next day it did not show it. That is very concerning and questionable. 

  3.Saying they had system maintenance has nothing to do with the fact that the payment did not show the next day after I made it. 

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So Minol have been assigned to generate bills on Water - Sewer consumption in our apartment. They have been doing so from the date i have been staying in this apartment (2.7 years). Now for past few months Water bill have been so consistent and usage as well also the overall charge shot up almost $30 / month . This seems to be odd because in couple of months we were not at home for 4 days and also we don't have dishwasher usage , no laundry within our apartment and just 2 adult and 1 baby so earlier it was $50 or so which seems to be what based on our usage . These days they have been charging this value without a transparency and i suspect bills fishy

  Business response

  08/16/2023

  Thank you for the opportunity to allow Minol to research and respond to your concerns. For information purposes, Minol USA is a third party billing agent for *****************. Minol is contracted by the other of ***************** to bill residents for their portion of services as outlined in the lease agreement. The property's system for collecting reads has had issues and Minol is working with the property to get a new system in place to provide accurate submeter readings. In the mean time units are being estimated on usage. Attached is the resident's usage for previous cycle that is being used for estimated usage. The estimated usage has not changed since February, but when we looked at prior billing cycles your unit usage was lower. Due to this Minol has determined to cap your unit's monthly charge at $35.00 until the system is replaced. This is determined by the following: the invoice dated 3/17 was actual usage at $78.77, so I dont think a credit is due. But for the four cycles after that, the usage is estimated.  The average for the three low bills before the first high one is $32.75. Minol will request to the property they provide you a credit in he amount of $183.37; however, that is solely determined and processed by the property as all payments go directly to them and Minol does not maintain any accounting ledgers for them. Thank you.

  Customer response

  08/21/2023

  I am rejecting this response because:   I haven't received any resolution yet from the management and when contacted they said Minol never contacted them. I need you to reach out to them and address this issue. All my bills going forward should be capped at $35 as you have confirmed and i expect the same in upcoming months.

  Business response

  09/06/2023

  Minol has discussed this matter with your ******************** However, you filed this complaint against Minol, not your ******************* so they will not respond via this case number. As far as them responding to you directly that is not something Minol can resolve. Minol does not control *********************** responds to their tenants. We can confirm your August billing statement was for $35.00. Thank you.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been getting quadruple billed. My first bill has been the only accurate reading. Ever since they have maliciously taken advantage of my situation. I am in a 12 month lease so they can abuse my circumstance. I have already paid enough to cover an entire years worth of service in merely 6 months. I will no longer pay and want exemption from their service fees. You can look at my statements and see the clear abuse. The average daily use per person is between ****** gallons a day based on where you look. Even a family of 4 would only use 400 per day, equating to ****** gallons in a 25 day period. I am supposed to believe that a single male in a two bedroom apartment is using DOUBLE a family of 4 in a single family? Even with me having kids half of the time, the numbers are absurdly off. Based on my research they have a clear history of abusive business practices. Over billing and ignoring customer complaints. ********************** is the exact type of administratively corrupt business that defines the under belly ******** business world. They process a service people have to use and take advantage by over billing and seeing who catches on, then who actually bothers to file complaints or follow up with you or take other actions. I have every intention right now of file a lawsuit locally with **************** county against this company. Thank you

  Business response

  05/30/2023

  ******************, Thank you for reaching out to Minol and allowing us to research your concern. Minol has notified the Property that their system is not transmitting reads for your unit. Until the reads are received your usage has been estimated based on the last reads received, which is reflected on your January statement. Minol is continuing to work with your Property to get the system up and will provide a response to you directly once the system is transmitting. Thank you.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Minol bills incorrectly and this issue seems to affect all houses in our HOA. Especially after Sept 2022, the bills are coming with incorrect meter numbers and index.For example, for my account the bill displays meter 000005A03A80F800 while the correct number is ********. Also the index on the meter itself is very different from what's on the bill.We (the **** escalated this to customer service and their client relations team (******************************************). No answer whatsoever.We expect Minol to rectify their information based on correct meter numbers and indexes and make sure all owners are billed what they owe.

  Business response

  04/27/2023

  Thank you for the opportunity to respond to the resident's concern; however, additional information is needed. We need to confirm the name of the property Mr. *************************** resides. Once we have the information we can ensure we are research the correct account and property. Thank you.

  Customer response

  04/27/2023

  The name of the *** is "29 on Stone". All that information can be easily gathered from the meter serial number that I provided.

  Business response

  05/25/2023

  ****************, 

  Unfortunately we did not receive the response on the property name from the BBB until today. I have requested our team research this issue and we will provide a response directly to you as the BBB has time constraints on responses. I do apologize for the delay, but I hope to have a resolution for you soon.

*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. ↩