Billing Services
Minol USAThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am being charged HUNDREDS of dollars in what Minol refers to as NO CONNECT fees. Due to a misunderstanding of the process between my leasing office and Minol, I didnt realize I had to setup my service through *********** as well. So there are three parties involved to pay my utilities, and despite my paying my utility bill EVERY MONTH, Im being charged for the time it wasnt technically in my name via these insanely high NO CONNECT fees. Even after getting **** registered in my name last month, my new bill has over $350 in NO CONNECT fees, even though, again, the full balance of the utilities has been paid, in full, by me, every month. So basically Minol acts as a third party billing service and charges arbitrary fees, which to me equates to nothing more than extortion techniques. When I talk to customer service, all they tell me is that this is their process, and no supervisor was available to discuss reversing the fees, or any other solution for that matter.Business response
12/04/2024
Thank you for the opportunity to research your concern. Please note that Minol, Inc. ("Minol USA") is contracted by the owner of 1000 ***** by ******* to calculate resident billing statements for their portion of utilities and other services outlined in the lease agreement. Per page 6 of your lease agreement: "If you fail to register utilities in your name before the Commencement Date, we may charge you for utilities billed to us with respect to the Apartment and also may charge you an administrative charge in an amount not to exceed $25.00 per incident." The $25.00 fee per incident is outlined on the billing statement as Utility Recovery Fee under No Connect EL services. Minol was notified that there were three billing periods that you did not have the electric utility in your name, so you were charged the $25.00 for each billing period, again in accordance with your lease.
Also, per your lease agreement you are responsible for utilities billed to the Property with respect to your apartment. That amount is showing on your billing statement as EL-Dates of Service. For the Billing Statement you provided dated 11/29/24, EL-08/19/24-10/24/24 in the amount of $327.55 is the amount of electricity the Property was billed for your unit by the electric utility provider. This amount not a fee determined by Minol. If you have questions pertaining to your electric charges you may schedule an appointment with ******************* to review the applicable provider bill. Minol only issues resident billing statements, for any requested adjustments to your account you would need to discuss with *******************.
Initial Complaint
10/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
10/17/2024 i received a bill from minol usa for $65.13 that is 800+% over the cost of electricity for tenants at this senior community that has the electricity bill averaged out between 370+residents and has never exceded $3.74 per month,there has been fires in units and 24 hours per day construction equip has been running that is covered by our 2 homeowners ins policys we pay monthly for, and no one was ever notified in any way of any increase this is illegal and breach of contractBusiness response
10/21/2024
Please see attached response, thank you.Initial Complaint
10/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
For no explicit reason other than price gouging, Minol has increased my water bill by roughly 55%. Within the timespan of a year my water bill has went from $82 to $155. Minol is purposely raising their rates to increase company revenue while scamming people who just need a basic utility. There is no leak or increase in usage in my unit, the increase is disgusting and criminal. There is no where in the world where a water bill should be over $100 a month unless there is a company like Minol who is taking every dollar possible from their clients residents. Minol is increasing their rates at an inhumane rate with ZERO explanation why. I have tried reaching out to Minol and have been ignored. This is a shady business and NO ONE should do business with them.Business response
10/04/2024
Thank you for the opportunity to research your concern. However, we have been unable to locate any account in the name of Dominic Ferro or with the email address provided. And there was no reference to address, unit number or property name. We will need your account number in order to better assist you. Please feel free to provide that in the response here or contact [email protected] for assistance. For informational purposes, Minol is contracted with property owners to calculate resident utilities. Minol utilizes the property's provider bill to determine resident rates. When we are able to confirm your account a more specific response as to how the rates are calculated for your property may be provided. All payments received by residents are reimbursed to the property. Thank you.Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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 monthlyBusiness 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
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
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
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.
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Customer Complaints Summary
26 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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