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>> Why am I being charged for utilities at my apartment?
>> Why am I being charged a Service Fee?
>> Why are you charging so much for water and sewer?
>> Why was I charged a Late Fee on my bill?
>> What if I don’t pay my bill?
>> Am I paying for utilities used in the clubhouse, pool or other common areas?
>> Do you have to come inside to read my meter?
>> Why is my water and sewer consumption always the same?
>> Why is my bill higher this month?
>> Why are no meter readings shown on my bill?
>> Can I make payment arrangements or change the Due Date on my bill?
>> Should I leave a message on the Customer Care line?
>> Do you charge a deposit?
>> What are my payment options?
>> Who do I contact if I have a question about my bill?
Why am I being charged for utilities at my apartment?
No matter where you live, all residents either pay for utilities separately or it is incorporated into their rent. Our program encourages conservation and help’s reduce your cost by only paying for what you use. Residents are billed at the same rate as the local provider charges your community. Often times these are commercial rates that result in a substantial savings to residents.
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Why am I being charged a Service Fee?
Residents are billed at the same rate for their utilities that the community is charged by the local provider. Often times this is a commercial rate that offers substantial savings to residents. These rates are not marked-up to cover the administrative costs associated with the utility billing process. The service fee helps defray the cost of:
- If applicable, reading and maintaining the meters and metering equipment
- Generating, printing, and mailing your bills
- Payment Processing
- Customer Care
Why are you charging so much for water and sewer?
The water and sewer rates we charge are the same rates that are charged to the community by the local water authority. Often times these are commercial rates that result in a substantial savings to residents. Sewer rates are typically much higher than water rates due to the required treatment of the wastewater.
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Why was I charged a Late Fee on my bill?
If the entire balance is not paid by the due date on your bill, a Late Fee will be imposed. Customer payments are posted in a timely manner, but please allow plenty of time for mail delivery.
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You are considered to be in default of your lease agreement which requires your utility balance be paid in full when due. Not paying your utility bill is the same as not paying your rent. Late fees will also be imposed if payment in full is not received by the due date on your bill.
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Am I paying for utilities used in the clubhouse, pool or other common areas?
No. If your unit is equipped with a meter, you are only being charged for the utilities you have used during the billing period. If you are being billed on a RUBS or Flat Rate method, the common area usage has been deducted prior to allocating usage and charges to the residents.
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Do you have to come inside to read my meter?
No. If your unit is equipped with a meter, readings are taken using a metering technology not requiring entrance to your unit.
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Why is my water and sewer consumption always the same?
Water and sewer service are both billed based on readings taken from your water meter. Typically, sewer is billed at a higher rate because it is more costly to clean and treat wastewater than it is to provide potable drinking water.
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Why is my bill higher this month?
A number of factors can cause a variance in your utility bill from month to month. Did you have an additional guest in your unit this month or have your usage patterns changed? Was there a change in the rate? Were there drastic changes in the weather? Was the billing period longer? In extreme cases, if your water bill has increased, there is a possibility of a leak. If this is the case, please ask the maintenance staff to check your unit.
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Why are no meter readings shown on my bill?
If there are no meter readings shown on your bill, this indicates your charges were calculated based on a RUBS (Ratio Utility Billing) method. Using this method, utility charges are calculated based on the size of your home, number of occupants, or both. This is a fair and reasonable method of calculating utility charges when it is not physically or economically feasible to meter each unit.
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Can I make payment arrangements or change the Due Date on my bill?
We do not offer payment plans or budget billing. We will note your account with the appropriate payment you will be issuing, however, this will not alleviate you from associated Late Fees or delinquency notices. Your property is billed based on an assigned cycle date. Unfortunately, this date cannot be changed.
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Should I leave a message on the Customer Care Line?
Our Customer Care hours are 9:00 am to 5:00 pm Monday through Friday. Most of the time a Customer Care representative will answer your call. Like any business, we experience days and times of extremely high call volume. In lieu of being placed on hold for an extended period, we have learned that most customers prefer to leave a message and have an representative call them back in a reasonable amount of time. Be assured, when you leave a message with our Customer Care department, your call will be returned - usually within just a few minutes.
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We do not charge a deposit. At most communities, we do charge an account establishment fee. This is a one-time fee that will be charged on the first bill to the resident.
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You may send check or money order along with your remittance coupon to our remittance address or pay online by credit card.
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Who do I contact if I have a question about my bill?
Contact our Customer Care center at (770) 528-5999, or toll free at 1-877-635-5734. Our friendly, knowledgeable Customer Care Representatives will be happy to answer any questions you may have.
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