ComplaintsforCrossroads Utility Services LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crossroads Utilities meter readings and usage reporting date highly suspicious and the company has not been able to explain the gross discrepancies in its month to month usage reporting and billing.Our MUD recently switched over from City of ******* to Crossroads Utility Service and since this change, weve been billed for amounts/usage never sited in years of service with the cityincluding while filling a new-build pool!For example, in Nov our usage was sited at 8000 gallons, then jumped to ***** in December. Crossroads claims to have sent out an inspector to look for a possible leak but none were detected. January, the usage went down to ***** and continued to decline all the way down to 6000 sited in March. However in April, we somehow jumped back up to *****! Crossroads is unable to explain these spikes. We have had no leaks, no continuous running toilets, our irrigation has been turned off since last fall, no accidental hose running outside, and we have not emptied and refilled our pool. Crossroads billing practices are shady at best. Between living in the city of ****** and city of ******* for over the last 20 years, I have NEVER had spikes in my water bill like this. I would like Crossroads Utility Services to explain how these spikes are occurring and confirm the accuracy of these readings with evidence.Until then, they have me over a barrel and they know it.

  Business response

  05/24/2024

  Crossroads reread her meter in December of 2023 after a bill was disputed for high usage.  The read came back correctly and suggested they check for in house leaks. 

  January the customer disputed high usage again when they received their bill, CUS reread the meter and showed the reading was correct and that more water was used.  In April of *********************** to dispute high water bill was due to water main break in the area.  We assured him that this does not effect the meter reading from each house.  The meter only reads the water that is used at the house.  

  The customer is disputing high water bills and we have reread the meter multiple times and the water usage is falling in line with the rereads. We asked him to check the toilets, faucets, irrigation lines, pool for a leak but he says that is not the problem.  

  Customer response

  05/26/2024

  Complaint: 21708519
  
  I am rejecting this response because: Crossroads did not address my request to provide evidences of these usage spikesthe representative only outlined the timeline of my complaints/communication/issues. The communication is not being disputed. Interesting to note, since my original BBB complaint was filed, it looks as if our meter has been replaced. The attachment included here shows a picture of my water meter box today; my neighbors meter is completely coveredunable to be read at all. Yet, this part of their story was omitted. When were they on my property to replace this box? Is it not common practice to notify customers when changes or updates in equipment such as this would be made at their address? Was this new meter installed after my BBB complaint because Crossroads recognizes they did not provide accurate meter readings or evidence of spikes in usage with our previous meter? I am rejecting their response because it is not a response at all. It is a summary of events. Crossroads has still not provided a usage report to show what day(s) and time(s) of day these spikes occurred to prove we do, in fact, owe the amount stated on our bills. 
  
  Regards,
  
  *******************************

  Business response

  05/29/2024

  A supervisor and or the Contract Manager will give the customer a call.  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had utility assistance approved and payment sent on 6/26. In order for ***** Utility to send payment to a utility provider they have to accept the terms of not disconnecting somebodys utilities. Today is my cut off day and I called them to make sure they have everything yesterday. The lady told me that I need to send them my pledge information from ***** utility help. She told me she has not received the money yet and that it doesnt matter my utilities will get cut off if I dont pay the past due balance.. ***** Utility help sent almost double of what I owe and they still are going to cut off my services tomorrow from what I was told. Even though yesterday the same lady told me I would be fine once I will send him my pledge information that was confirmed they got already from ***** Utility help.

  Business response

  07/19/2023

  Per our district contract and their attorney's, we do not accept pledges, but we do accept payments.  If payment is not posted on the day payment is due we, the management company, are instructed to disconnect the service. Crossroads Utility Services does not have control over the rules of the district the resident lives in.  

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I started the services of Crossroads Utility to provide water supply for my rental property and made an initial deposit of $100. However, I was billed $42.21 for the previous month's usage, and the service was terminated on October 20th. The final billing statement covered a period from October 8th to November 28th, during which time there was one month with no usage since the account was under the name of a tenant. Despite numerous attempts between December 2022 and April to reach out to representatives responsible for accounting or billing, my efforts were in vain as their ******************* does not accept calls. Every representative and manager knows about the issue and I have spoken with all of them except billing ***** They have issued me a check worth $26.66, but it is inadequate given that they owe me $57.74 instead. It is my ******* desire to get back all of my deposit without delay.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crossroads Utility Services is our Water Provider. They make it impossible to make our monthly payment. I have tried doing it directly through my bank and they claim they get it late and charge ** a big late fee. When we first reported the issue a few weeks back, they claimed we could go on their website and sign up and make our payment with no extra added fees or pay with our credit card for a fee of $5.00 for no valid reason. The last few months was paid on their website with no issues and this past month, we tried making the payment the same way we have been doing but this time, the site wouldn't allow us to make our payment for no apparent reason. We have never been late on any of our payments in years and are a very good client. My husband is very tech savvy and tried on multiple devices and it still wouldn't let us make our payment which tells me it's their site.When we called, we spoke with ***** a representative there and she was extremely unhelpful and said our only option would be to pay their fee with the credit card or pay more late fees. We didn't like her answer and asked to speak to her supervisor. She said all she can do it transfer us to his voicemail and he may or may not return our phone call. That answer isn't acceptable either for us consumers! I proceeded to leave 2 voicemails for ****** which she claims is her supervisor and he NEVER returned my phone calls either. ***** had a very nonchalant attitude and even after letting her know that I will be putting a bad review online and will reach out to BBB, she seemed to be completely ok with that and wouldn't provide us with the proper help required. If you ****** this organization, you will see that all of their reviews are terrible because they don't believe on taking care of their clients nor do they care to! We are forced to accept their bad treatment if we want to have water usage since they are the only company that provides us that benefit in our area. We still haven't been able to get a resolution!!!

  Business response

  04/21/2023

  Hello Djemma Fivel, 

  We are sorry for the inconvenience you have experienced with your bill pay.  To make sure you understand the relationship between Crossroads and the *** you reside in, we are not the water provider.  We are a management company that is hired by the ***s board to manage the operation and billing.  Your board sets the rates and rules including the credit card fees.  Crossroads has researched and implemented a better way for bill pay users to pay their bills electronically versus the bank cutting a check and mailing it.  

  I do see that you have had a successful bill pay with the new program.  

  I am sorry for our employee and her attitude.  We have taken card of the situation.  if you have any questions, please don't hesitate to reach out to me.  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I use a **************** through my checking account. That service was somehow notified that this company accepted electronic payments which was probably an error from the company working to make that happen. When the Bill *** people tried to make the electronic payment, it failed and they mailed a check. I ended up with a late charge from this company. I would like that reversed since it was not my fault.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I originally canceled service on September of 2021. I was called and told once service got canceled I will receive my deposit back. I called and called and got the run around. On June after trying to contact a billing specialist many times someone finally responded :Jun 3, 2022, 4:13 PM Email said: Thank you for reaching out regarding your deposit refund for *********************** 14, the forwarding address on file is **********************************************************************************. please confirm the address and I will contact the district bookkeeper.I responded: Correct *****************************************************. ***** ** 78621.Bank statement shows a total of $285-for the deposit (that I should be getting back)Also, I overpaid the last bills so it should be an extra $34.00. Both equals $319.00 I emailed her back on Jun 14, 2022, 3:05 PM asking for an update.She responded I do apologize for the delay ****************, I have sent the information to the District Accounts Manager and I am waiting for a reply. I do see it was sent to the service address Winecup Mallow Trl. I will keep you posted as soon as I get a response before the week ends. Your patience is greatly appreciated. I emailed her back Jun 15, 2022, 3:25 PM Jun 22, 2022, 11:48 AM Jun 30, 2022, 2:04 PM No response all of those times, during those times On Fri, Jul 29, 11:42 AM ****** said: Regarding the refund check, Ill reach out to the bookkeeper to check on the status. It was mostly returned to them since we need not have an updated forwarding address for you. We will probably not hear back from them until next week since this will require some research on their end and the bank. I emailed back Fri, Jul 29, 2:18 PM Oct 14, 2022 Oct 19,2022 All of those days with nobody responding, I called and apparently I can only be helped by email. I am tired of wasting so much time and nothing is getting resolved!

  Business response

  12/21/2022

  We have been able to clear this situation and apologize for the delays.

  Customer response

  01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received my first month water, trash, sewer bill and noticed the bill did not contain detailed breakdowns and my bill looked odd. My sewer charge was much over water and solid waste combined. I reached out via email about this, got an response saying the billing department will reach out to me. But no one did, so 2 days later I called customer service. They did not understand my question, did not resolve my issue, provided me with wrong information. Finally, I decided to go into the office today (10/14/22) and ask for clarification. Instead, I was talked down by the rep (the old lady with white hair) like I was stupid the entire time, still did not explain the charges correctly, and gave me an attitude. At the very end I finally went off on her and asked "why are you talking to me like im stupid? I have been nothing but nice and polite.". At the end of the day, I just want to know how am I being charged for the amount I am being charged for. And rates are not available on their website, there is no way for me to find out other than reaching out to customer service. And the representatives clearly don't know the rates/policy. Example: my sewer charge was ***** with a **** Gal usage. They sent me their rate is a flat $56.74, and my bill is lower because it is prorated for the number of days I used. But I was billed 29 days, that math doesn't make sense. I want to know my exact rates and how winter averaging works.

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted an online form a month ago to request that crossroads utilities (the company) turn on water to my new home. They did not respond. I arrived at my new home without access to water. I submitted additional requests and they responded but did not turn my water on. My family, including a immunocompromised elder, and myself are without access to water in our own home in the middle of a ***** heatwave. The company has not provided me with an opportunity to pay for the turn on service and utilities.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ever since crossroads changed their payment website we have had nothing but problems. Issue #1- crossroads keeps trying to auto draft a closed bank account that we no longer have. We called in October 2021 to resolve the issue & remove the old account. We were assured it was taken care of. *** in March 2022, they are still trying to draft the old account & are charging us a NSF fee each month. We paid our **** each month using the website or ** code on the ****. Which brings us to issue #2. In March 2022 crossroads upgraded their online payment system. What that really meant is that their online payment system is broken & spotty at best. Every time we tried to pay our **** online we would receive an error ********** payment would not go through. Also the ** codes didnt work. Which brings us to issue #3. Since we have been unable to pay our **** online or get through by phone since March 2022, crossroads threatened to turn off our water. *** it is 4/1/22- we spoke to a billing agent & then to Supervisor ******, who assured us that we would not have to pay any fees and water wouldnt be shut off. Call time was 55 min, including hold time. Then as we were waiting on hold, about to pay our ****, the call dropped b/c it was after 5pm. *** on Monday, 4/4/22 we called crossroads and spoke to 2 different people, including supervisor ****** who could not help us. ****** said he would call us back but did not. We called again and spoke to an agent for 20 minutes who, again couldnt help us. We call a 3rd time & were told only billing could help us. They transfer us to billing w/no response after leaving a voicemail. We call a 4th time, spoke to an extremely rude agent who transferred us to Manager ******. Call time 50 min. ****** said he would make sure our water was shut off unless we paid. We call crossroads a 5th time, trying to pay & our call gets dumped because its after 5pm. They shut our water off a 4:59pm. Never offered a payment plan. Bad customer service.

  Business response

  04/11/2022

   

  I am researching this to the fullest with the bank and our ***************** personnel to respond correctly.  

   

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Crossroads utility requires a $150 deposit even before you can acquire service, I paid that security deposit immediately as requested. Now 4 years later I have sold my house. On September 10,2021 I sold my house. On September 30, 2021 they processed my final **** showing I have a refund coming of $72.14. I have spoke to them multiple times asking where my refund is since we are well past 30 days of closing my account. I was told to expect any refund after my final **** processed. That has been over 40 days ago and when I call all they tell me is that its processing. Well Im not sure how long it takes a refund to process but over 40 days seems excessive. They received their money immediately from me and now want to just hold my refund for absolutely no reason.

  Business response

  11/15/2021

  Good Afternoon,  

  I apologize for the delay of your refund, Crossroads is the management company for the ************ district and we send all reports to their bookkeepers on a monthly basis.  This refund process can take up to 90 days when service is terminated.  

  Terminate Service Crossroads Utility Services (crossroadsus.com)

  thank you 

   

   

  Customer response

  11/16/2021

  Complaint: 16122299
  
  I am rejecting this response because:
  There is no reason that it takes 90 days to issue a refund. Maybe change your process of only sending them information monthly. You expect your money immediately and it is not reasonable to expect others to wait 90 days to receive theirs. Not to mention the interest you probably make holding that money for 3 months. I did receive my refund yesterday but that does not fix the issue of you holding refunds for 3 months. Its a shady practice and should be changed!
  Regards,
  
  *************************

*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. ↩