Business ProfileforThink Utility Services, Inc.

This company definitely has a shady way of doing business. They send you made up bills hoping you don't pay attention and then when you question things they don't respond. I have charges for water when my water is and has been off for MONTHS. A charge for "creating a bill", and now a $30 late fee added to my bill as I didn't want to pay it until they responded back to me to explain these bogus charges. If I wasn't forced to use them, I'd run because they definitely take advantage of people.

Good morning,

Think Utility Services (TUS) is a submetering and billing company that is contracted with the community at which Mr. and Mrs. V****** own a condominium unit. TUS reads the individual unit meters and bills in accordance with the usage registered, using the local Utility provider’s rates, Once the individual units are invoiced for their own water consumption, and when payments are collected from the Resident, those monies are then turned over to the property as a cost recovery of the charges they have incurred from the local Utility water provider.

The water usage amounts for invoicing Residents of this community are obtained through electronic readings of the individual unit meters. Upon review of the readings since the V****** account open date of 2/27/24, there does not appear to have been any service periods during which there were technical difficulties retrieving the usage numbers that had been invoiced. The readings all appear to have been confirmed, with no estimates done on the account invoicing.

Reviews can be requested in connection with any high usage dispute of the invoicing. Customer Service will usually receive either a call or an email for same. Information is then requested from the Resident, such as the unit address, and if there were specified periods, or a general timeframe, that the Resident is asserting there was a vacancy or lower occupancy in the unit than the readings indicate. The reviews generally take 1 – 2 weeks, as a meter picture is sometimes requested at each end of that timeframe in order to compare the electronic readings to the visual meter face reading of water consumption for a particular length of time.

There does not appear to be any Notes on the account in regard to a review request. However, please be assured that TUS team members do everything in their power to ensure that each request submitted, or call made into Customer Service, is handled agreeably within a reasonable amount of time.

In regard to any previously submitted request to which TUS has not yet responded, please feel free to forward the information on through Customer Service. It can be researched right away and at least a status response can be provided immediately. If there is a request that has not yet been submitted, but is related to a charge or fee being questioned, please also feel free to reach out so that it can be discussed and resolved.

If there is, or was, an ongoing review being done for the account, that has not yet been resolved, we would welcome that information being brought to attention. That way, the status can be assessed, and it can be brought to resolution in a satisfactory manner.

Please be advised that if there are outstanding bill/balance amounts, a Late Fee is posted to accounts one business day after the due date for this and other communities TUS services. There is a policy, however, put in place for some communities, wherein there can be a Courtesy waiver granted once every 12 months for reasons such as payment receipt being delayed through the USPS, or during a review in progress, but not yet resolved, at the time of the due date passing.   

There is an Account Status Change, or Activation/Deactivation Fee, charged for each account as it is opened/closed. TUS is legally bound to open and close accounts as per legal ownership, as we are not the Utility provider. When provided with the documentation evidencing a legal change of ownership, TUS processes the open/close of accounts - there is a fee for same.

TUS is required to be completely transparent in our practices, as we are legally bound to the contractual agreements with the communities we service. Each fee that is charged is posted on the invoice with a line item description. There are no hidden fees or costs to the Residents. The Usage is metered for each individual unit and account for this community, and the rates/charges are those in line with the local Utility provider’s.

Please forward any previously unresolved question or concern so that it can be researched, and resolved. If there is a review you would like to begin, please contact Customer Service right away, and they will be able to either work with you, or forward it on to upper management for the solution. Customer Service #************. Monday – Friday, 8:00am – 5:00pm.

Thank you for your attention to this matter.