Complaints

This profile includes complaints for Minol USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Minol USA

  15280 Addison Rd Addison, TX 75001

• 

  Minol USA

  15280 Addison Rd. Suite 100 Addison, TX 75001

• 

  Minol USA

  15280 Addison Rd , 100 Addison, TX 75001

• 

  Minol USA

  P.O. Box 650320 Dallas, TX 75265-0320

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:04/10/2025

  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.

  My apartment complex goes through this company for water and trash services for the residents, and back in nov I received a bill for $102 that was due on 12/12/24 so I paid this bill. So ******* comes and I keep looking for bill but dont receive one and I get up on portal says under maintenance so I wait few days get back on and showing nothing due, so this happens for couple months and Im thinking well maybe they stopped charging residents for water which is crazy in 1st place cause they apparently split evenly between tenants or something mind you some apts have 5,6,7 ppl and some only have 1 or 2 ppl so dont understand how thats fair like for my apt its only 2 of us. So anyway ever time I was on portal showed nothing never got anything in mail or email no phone call either, but today I receive email saying bill due and its for $384 dollars! Im like what the heck why it so much so I get up on portal and now its shows like 3 months of bills! Like why would this company not send something or try calling me instead letting this get so past due!!! So I tried calling them and all the girl could keep saying was well its showing in the portal and Im like ya it is now but it hasnt, so I never got anything resolved when I called! I just dont understand why there was no attempts to notify me of past due amounts.

  Business Response

  Date: 04/22/2025

  Please find attached a response to Ms. ***** complaint.

• Initial Complaint

  Date:04/05/2025

  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.

  Over the last five months, my water bill has almost doubled from this company. I have resided in the same place for two years now. And have not increased any of my usage or made any lifestyle changes. I was actually gone more often. I I was gone two weeks out of December with absolutely no water usage yet my bill was $250. This is fraud.

  Customer Answer

  Date: 04/16/2025

  I reside at ****************************************************************************************************

  ****** *****

   

  i reside at the ******************* as seen in prior attached I have had zero resolution 

  Business Response

  Date: 04/21/2025

  Hello **************** you for the opportunity to investigate your concerns pertaining to your utility billing. However, we are unable to locate an account in your name fat the *********** property. Also, the images provided did not list an account number. Could you please confirm the account number and provide evidence you are a tenant on the lease agreement or written approval from the lease holder's stating that you may act on their behalf. You may provide this information through the BBB response or email crm-*************************************** Thank you.

  Customer Answer

  Date: 04/21/2025

  I am on the lease as stated in the lease agreement. I am not sure what minol is talking about

  Customer Answer

  Date: 04/21/2025

  I do not have a minol account number the property bills us

  Business Response

  Date: 04/23/2025

  Unfortunately the screenshot Ms. ***** provided does not show an account number and as previously mentioned we are unable to locate any account in her name. She may wish to reach out to property management to see how they set-up the account information for her unit and if needed ask to be added to the account in question. ******************* is responsible for setting up account information. ********************** does not have access to lease agreements. She may also contact crm-************************************** for more direct assistance from the team that supports her property. Thank you.

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:10/13/2024

  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.

  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 contract

  Business Response

  Date: 10/21/2024

  Please see attached response, thank you.

• Initial Complaint

  Date:10/03/2024

  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.

  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

  Date: 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

  Date:07/17/2024

  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.

  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

  Date: 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

  Date:07/06/2024

  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.

  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

  Date: 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 Answer

  Date: 07/16/2024

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

• Initial Complaint

  Date:07/03/2024

  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.

  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

  Date: 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

  Date:03/29/2024

  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.

  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

  Date: 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

  Date:01/12/2024

  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.

  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

  Date: 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.