Amesbury On West Market

Initial Business Response /* (1000, 9, 2015/12/22) */
To Whom it May Concern,

In response to the complaint filed by a previous resident, the management of the Amesbury on West Market is committed to providing a prompt resolution that we find fair and reasonable.
As stated in the complaint,...

the resident moved out of her apartment on August 2, 2015. We processed her move out and mailed her final disposition letter to the address provided on August 11, 2015 showing that a final balance of $60.44 was due. We were unaware that this account statement was not received by the resident. According to our records, an attempt was made to contact the resident by phone and a voicemail was left at the number provided in our computer system as a reminder of the small balance owed. Later that month, on November 24th, a final email was sent as a reminder of the balance owed in hopes of avoiding collection efforts. An email expressing disappointment by the resident was received in the management office, and our Community Manager
responded immediately in hopes to rectify the negative experience the resident had while taking care of her final payment. We recognize that the resident paid through our website portal, which does charge a 4% credit card processing
fee for a past resident. We pride ourselves on delivering exceptional service to both current and past residents, and are disappointed that we failed to meet this residents expectations.
Although we are unable to refund the fee of $2.42 incurred while making her payment, we did purchase And mail a $25 VISA giftcard on December 14, 2015 to satisfy the additional fee and for the frustration that was experienced.
We value all feedback, and appreciate this communication that will allow us to consider all reasonable options to improve our customer's experience with our website functions, as well as our communication efforts.