Asset Property Management

Initial Business Response /* (1000, 5, 2015/07/09) */
To Whom it may concern
We had resolved this issue within day
We believe that the complaining party is unhappy that they are not able to get ahold of us on the phone at the exact moment that they call in order to resolve any issues they
may have
The first issue that they had with us was from when they entered a payment into the rent payment system for an incorrect amount which we did not have any control overThey called and hung up several times without leaving us any information as to what their issue was that needed a resolutionThey then left messages yelling at us with profanity to call them immediately, still with no information as to what their problem wasWhen we received an email telling us that they accidentally entered a payment in for too much, we called our eft provider and they told us that it was past the point where we could void the transaction and the transaction had already been processed to their bank and they would have to contact their bank to stop paymentthey were not happy with this answer, even though the issue was caused by their errorthis issue was dealt with on the same day it was brought to our attention
The second issue brought up specifically in this complaint was brought to our attention by first receiving hang up calls within a hour period with no messages left, when we were with other customers, they finally left us messages with yelling and profanity, but still not leaving us any information as to what the issue they were calling about may beWe then received an email stating that they were having an issue but still did not state what it was
We responded to this email to find out what exactly they wanted to resolve
Getting no where with regard to them telling us what the specific issue was but did at least say it was for bills, so we did an account review to find out what the issue "could" be
After doing an account review we found the following:
Due to the fact that they had a balance on their rental property ledger from late payment of rent past their grace period generating an initial $late fee defined in the lease, combined with a water bill charge, that brought their past due balance over $When the balance on a rental account is $or over the system automatically generates the daily late fee of $per day until the balance is paid
In this specific case the $late fee from the legitimate non payment was what put the account over the $mark to generate these fees
It is part of our process to clear these system generated daily fees out the evening prior to the first which was scheduled to be handled that evening anyway
We dealt with this complaint and adjusted their ledger within the same day
Even though we had to deal with them calling and hanging up an inappropriate number of times and leaving us abusive demanding profanity filled messages with yelling and no information to work with, we were still able to research and make adjustments to their rental ledger to resolve the issue within the same day
We have attached the email communications on the resolution of this issue for your records, as well as the updated ledger that shows no daily fees, on the attachment link, however we could not figure out how do attach vm recordings of the inappropriate messages to us
Since we are not always able to answer the phone immediately when someone calls, and we are not always at the office when we are needed out at properties that we manage, or we are on the phone with other customers and clients in the course of our business day
We are unsure how to make an individual like this happy, especially since we have a track record of resolving issues the same business day which we think should be considered good customer service
We take issues brought to our attention very seriously and look into issues quickly when given the details and respond to complaints directly and promptly
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first problem with Asset Property Management was that any time we had a problem, no matter how polite we were, our phone calls and our emails were ignored for weeks on endThis prompted us to get upset and only then, did we get a responseNow, our roommate who is very soft spoken and polite has called and left a few messages about some repairs that need to be done (that we have been calling about for months) and it has been over a week and we have received no response whatsoeverWe were planning on extending our lease but I received an email today that they will not do thatThat is the only thing they have responded toNow, I understand they reserve the right to not renew leases and they reserve the right to only give a day notice but this whole experience has left a very bad taste in all of our mouthsIf they do not have enough employees to handle the volume of business they get, they need to hire more people to provide better serviceThat is what businesses do if they want to succeed and provide the best customer service possibleThey may claim they strive to do that but nothing about our experience with Asset Property Management has shown that