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Business Profile

Utility Billing

Edge Utilities

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Billing.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company monitors water/sewer usage in the condo I own. Their readings are not accurate. For instance, last month, I was away for more than a week and they are showing my water usage very high (much higher than most billing periods). I have 2 brand new toilets (both installed 2 months ago) so it's not "water leakage" from the toilets as Edge has blamed in the past.

    Business Response

    Date: 12/17/2024

    Thank you for bringing your concern regarding your recent water bill to our attention. We understand your frustration and are committed to resolving this issue.
    To investigate further, we would need to confirm the status of your water meter. Since each unit has its own meter, please send us a picture of your water meter to [email protected]. This will allow us to verify the reading and investigate any potential issues.
    Additionally, I have reviewed your account history and found that the water usage during this time of year is consistent with previous years. Specifically, the water consumption for the same period in 2023 and 2022 was nearly identical. Based on this, it seems the current usage is in line with your typical consumption patterns for this season.
    Once we receive the image of your water meter, we will conduct a thorough investigation. If any discrepancies are found, we will make the necessary adjustments to your bill.
    Please feel free to reach out if you have any further questions or concerns. We are here to assist you and ensure this matter is resolved.
    Thank you for your cooperation.

    Customer Answer

    Date: 12/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.





    Regards,

    ******* **********

    Customer Answer

    Date: 12/27/2024

    Edge Utilities has not reached out to me

    Business Response

    Date: 01/24/2025

    As mentioned in my previous communication via the BBB website, we have yet to receive the requested photo of the meter to confirm the reading. Unfortunately, we are unable to make any billing adjustments until we have this confirmation. If the meter reading differs from what is currently reflected in our system, we will issue a corrected bill. However, if the reading aligns with our records, no adjustments will be made.
    Additionally, please be aware that $12.57 of each bill covers fixed charges, which are applied regardless of water usage, in accordance with the city's billing structure.
    Should you have any further questions, please feel free to reach out to the property management team directly.

    Customer Answer

    Date: 02/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    (PLEASE TYPE YOUR REASONS HERE)



    Regards,

    ******* **********

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have attempted to contact this company multiple times over both email and phone calls to attempt to get my service with them canceled as I am moving and no longer need the service. I have previously had this exact issue with them the entirety of my time with them (about 1 1/2 to 2 years) where the phone will never be answered nor emails responded to but then there is no other way to contact them on their website. I provided them with the Account number, address of service to end as well as the date of the termination of service along with contact details. My name is ***** ***** The account # I'm wishing to cancel the service for: ****** Address I am canceling the service for: *** ***** ***** ****** ************ ** ***** Date of cancellation: 4/14/24 My contact information: ******************* ###-###-####

    Business Response

    Date: 04/11/2024

    As stated both on our phone system and in the welcome letter that was sent to residents, the property manager will send us the information we need to process the move out and they will include the final amount due on the residents deposit accounting on their move out statement from Lions Creek. 

    Customer Answer

    Date: 04/11/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 

    Regards,

    ***** *****

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Edge utilities is an outdated, lazy and inconsistent company which is costing me hidden fees. I have three main issues with this company. First, they don't offer autopay on my water/sewer utility. Every other bill I have is on autopay. This is resulted in me missing the manual payment twice and being hit with an extra charge because I was a couple days late. I feel they understand that but they would rather have people Miss payments and get more money than update their website. Next, when they do send out utility bills (one month I did not receive it), it is sporadically throughout the month. It never arrives on the same day which is either laziness or incompetent workers. Lastly, and most related to their 1.6 star review on ****** reviews, they charge a convenience fee for using a credit card on their website. Because there's no auto pay out of my bank account, I don't have any other option but to use a credit card so they are forcing me into the convenience fee. This underhanded fee needs to be addressed and the company needs to be held accountable by either updating their system or repaying the convenience fee to customers. I've already talked to someone one time and either they're incapable/incompetent of updating themselves or completely understand how they're screwing people and like it the way it is. I'm requesting a bill adjustment so that I can pay with autopay and convenience fees are removed. If they refuse, they need to refund me the last 14 months of convenience fees and continually waive the charge.

    Business Response

    Date: 01/02/2024

    Hello, 

    At this time our company doesn't offer auto pay through our system and this is not something we will offer in the future due to the high number of undetected water leaks. We offer 4 payment options currently; Online bill pay (fee applied), an automated phone service (fee applied), mail in a check or money order to the address provided on your bill (there is NO fee applied) or you can send us payments electronically by adding us to your banks online bill payer. 

    If the payment is not made by the due date the property managers have decided to assess a late fee of $3.00. That fee is not decided or kept by Edge Utilities. The due date is on the 8th of every month and this does not change, anything received after that date will get a $3.00 late fee that can only be waived by the property. 

    The meters are manually read anywhere between the 1st-5th of the month depending on such factors as holiday and weekends. Since the bills are due on the 8th, none of the bills can be sent out until after the 8th. The bills are usually released anytime between the 9th through the 12th of the month. The bills are dictated by when we get the reads, and when holidays and weekends fall during that time period. Unfortunately we are not able to bill on the same day every month but we try to bill within the same time frame. 

  • Initial Complaint

    Date:09/29/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Edge Utilities is charging $2.50 per each $50 electronic payment and another $2.50 for any remaining amont over $50.

    Business Response

    Date: 09/29/2023

    Thats correct.  When paying with a credit card, a fee applies as stated in red highlighted in yellow on our payment screen (screenshot attached).  Tenants that way to pay without a fee can send a check, money order, doxo, or ach from their bank.

Edge Utilities is NOT a BBB Accredited Business.

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