Bruce C Barry Law Offices

I called the customer to apologize for our error and offer a resolutionI assured him that this was a singular incident and not how we at SmartNote normally conduct businessIn response to this unfortunate incident I waived the one time enrollment fee and also processed an ACH refund of $for the portion of the enrollment fee he had previously paidWe will make sure to implement additional precautions to improve our services and prevent any further errorsThe customer was satisfied with the resolution and complimented SmartNote on our excellent customer service

Mr [redacted] ,We have reviewed your response and would like to address your concernWhen you purchased your Honda you were offered a biweekly payment option through SmartNoteYou and the co-buyer both signed the SmartNote agreement agreeing to all terms of the contract on 9/12/which included paying an enrollment fee of $which is to be satisfied within the first year of serviceAs a courtesy to all of our customers, SmartNote prorates the enrollment fee down to a lesser amount should the customer choose to cancel the program anytime within the first yearIn your case, the prorated amount was $In an effort to provide satisfactory customer service a supervisor lowered the prorated enrollment fee of $to just $That is a $discountIn addition to that SmartNote also waived the ACH transfer fee of $to expedite your refund and have the funds put back into your bank accountWe sincerely apologize that you were not satisfied with the service providedWe truly made every attempt to address your concerns and resolve the matter to your full satisfactionAttached is a copy of the SmartNote agreement for your reviewWe will also waive the remaining prorated enrollment fee of $and you should see a credit in your checking account in 24-hoursIf you have any further questions or concerns regarding this matter, please contact Holly Henderson, Customer Service Manager at SmartNote, at [redacted] Thank you

I am so sorry to hear that Mr [redacted] was unaware that SmartNote was trying to reach him His debit was returned for insufficient funds on 6/3/after which we made several attempts to reach him using the contact information on fileIt appears we may not have had current contact information for him On three occasions (6/10, 6/14, & 6/16) we attempted to call the number on his enrollment We were eventually told that this was not his phone number On 6/we also sent a letter to the address on file informing Mr [redacted] of the insufficient funds debitWhen we received no response from the 6/letter, we sent a cancellation letter on 7/informing Mr [redacted] we would no longer be able to make payments on his behalf and that due to an NSF, there was a balance due SmartNote of $ On 7/Mr [redacted] called our office regarding the cancellation letter and amount due SmartNote I called the number provided on the Revdex.com complaint on 7/26/to apologize for any misunderstanding and to furnish the requested proof that we made several attempts to contact Mr***However, he stated he was not able to talk and that he would call me back at a later timeTo date I have not had a return call It is always our intention to resolve any issues and maintain customer satisfactionIn keeping with that tradition, I will refund $including the convenience of $to Mr***

Thank you for taking the time to write a review about our programYour feedback is important to us and we strive to ensure that our customers’ expectations are metI’m sorry you were unaware of the feesWe make every effort to ensure customers are aware that there are fees for our service As you stated in your reviewThe fees are listed on the paperwork you signedThe fees are also listed on our website and the welcome letter we send to all customers via email and USPSI noticed that you terminated your account and you have a refund schedule to go out in daysAs a courtesy, I have emailed you a refund agree via DocuSign to wire the funds back into your account once the refund agreement is signed at no costYou are a valued customer and we thank you for your businessPlease feel free to call us at ###-###-#### should you have any other questions or concerns

Mrs [redacted] ,It is with great regret that we received your complaint regarding our serviceCustomer satisfaction is something we take very seriously and would not compromise under any circumstancesUnfortunately, sometimes mistakes are unavoidableIn an attempt to better serve you and show you that you are a valued customer, we are going to process a refund of $via ACH transferI have sent you a refund agreement through Docusign to electronically sign and send back to meAs soon as I receive the signed agreement your refund will be processedI have also called you at the phone number you provided and left a voicemail to call me and I have emailed you, as wellMy sincere hope is to resolve this matter to your satisfaction and retain you as a valued customerI welcome the opportunity to talk to you and discuss the many benefits that SmartNote has to offerThank you, [redacted] SmartNote - Customer Service Manager Phone: [redacted] Email: [redacted] Website: www.saveyourdough.com Our mission statement:“Helping customers accelerate the payoffof their loans while delivering customer service which exceeds our customers'and partners' expectations” Pleasesend any comments you may have regarding the service you received today to [email protected]

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

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted],We have reviewed your response and would like to address your concern. When you purchased your 2013 Honda you were offered a biweekly payment option through SmartNote. You and the co-buyer both signed the SmartNote agreement agreeing to all terms of the contract on 9/12/15 which included paying an enrollment fee of $428.00 which is to be satisfied within the first year of service. As a courtesy to all of our customers, SmartNote prorates the enrollment fee down to a lesser amount should the customer choose to cancel the program anytime within the first year. In your case, the prorated amount was $85.00. In an effort to provide satisfactory customer service a supervisor lowered the prorated enrollment fee of $85.00 to just $35.00. That is a $50.00 discount. In addition to that SmartNote also waived the ACH transfer fee of $25.00 to expedite your refund and have the funds put back into your bank account. We sincerely apologize that you were not satisfied with the service provided. We truly made every attempt to address your concerns and resolve the matter to your full satisfaction. Attached is a copy of the SmartNote agreement for your review. We will also waive the remaining prorated enrollment fee of $35.00 and you should see a credit in your checking account in 24-48 hours. If you have any further questions or concerns regarding this matter, please contact Holly Henderson, Customer Service Manager at SmartNote, at [redacted]. Thank you.

Complaint: [redacted]
I am rejecting this response because when I spoke with the supervisor about my refund, it was made out to sound as if I had no other option but to accept the $35 processing fee.  I never signed up for their service, the dealership I purchased the vehicle from involuntarily and fraudulently obtained my information stating that it was to set up direct deposit with my lien holder.  SmartNote is not my lien holder so why should I be responsible for any type of sign up fee if I didn't willingly signed up for their services.  I wish to receive the full refund payment which was removed from my account on January 21st, 2016 in the amount of $273.50
Regards,
[redacted]

Good afternoon,We received this complaint on 6/2/15 regarding a customer refund. A supervisor called Mr. [redacted] right away and processed an ACH transfer of $246.58 that day free of charge. Mr. [redacted] received the credit in his bank account the next day and was satisfied with the resolution. If...

there is anything else we can assist you or the customer with please contact me.Sincerely,[redacted]Customer Service Manager - SmartNote[redacted]@saveyourdough.com

I am so sorry to hear that Mr. [redacted] was unaware that SmartNote was trying to reach him.  His debit was returned for insufficient funds on 6/3/16 after which we made several attempts to reach him using the contact information on file. It appears we may not have had current contact information...

for him.  On three occasions (6/10, 6/14, & 6/16) we attempted to call the number on his enrollment.  We were eventually told that this was not his phone number.   On 6/6 we also sent a letter to the address on file informing Mr. [redacted] of the insufficient funds debit. When we received no response from the 6/6 letter, we sent a cancellation letter on 7/11 informing Mr. [redacted] we would no longer be able to make payments on his behalf and that due to an NSF, there was a balance due SmartNote of $24.   On 7/22 Mr. [redacted] called our office regarding the cancellation letter and amount due SmartNote.   I called the number provided on the Revdex.com complaint on 7/26/16 to apologize for any misunderstanding and to furnish the requested proof that we made several attempts to contact Mr. [redacted]. However, he stated he was not able to talk and that he would call me back at a later time. To date I have not had a return call.   It is always our intention to resolve any issues and maintain customer satisfaction. In keeping with that tradition, I will refund $24.00 including the convenience of $1.95 to Mr. [redacted].

In response to Mr. [redacted]'s complaint SmartNote will process a refund in the amount of $236.55 today via ACH transfer back to the checking account on file. As a show of goodwill, we have reduced the prorated enrollment fee from $85.00 to $35.00 and waived the $25.00 ACH transfer fee. Mr. [redacted]...

agreed this was acceptable when he spoke to a supervisor on 1/28/16. Mr. [redacted] has been notified via email ([redacted]) that his refund will be processed today. Thank you,[redacted]

Thank you for taking the time to write a review about our program. Your feedback is important to us and we strive to ensure that our customers’ expectations are met. I’m sorry you were unaware of the fees. We make every effort to ensure customers are aware that there are fees for our service....

As you stated in your review. The fees are listed on the paperwork you signed. The fees are also listed on our website and the welcome letter we send to all customers via email and USPS. I noticed that you terminated your account and you have a refund schedule to go out in 30 days. As a courtesy, I have emailed you a refund agree via DocuSign to wire the funds back into your account once the refund agreement is signed at no cost. You are a valued customer and we thank you for your business. Please feel free to call us at ###-###-#### should you have any other questions or concerns.

I called Mrs [redacted] to address her concerns and quickly resolved the matter. I expedited her refund free of charge and it will be processed via ACH transfer within 24-48 business hours. Mrs. [redacted] was satisfied with the resolution. Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:To collect fees for 6 years of service after only being associated on the account for 13 months is not acceptable. When I spoke to a member of your team in Jan/Feb and was told by a gentlemen "Everything was on track" to make the extra payment, which was a lie. If I was told about there wasn't going to be another payment until after the fees were taken out, I would have canceled the service then. When I spoke to Kristen on Monday, she said "it would have been different, if I would have canceled before May" Well, if the gentlemen I spoke with in Jan/Feb was honest, I definitely would have canceled before May. I stick by my original prorated refund request, and I will be adding a complaint with the to the DoB and Social Media next. Along with adding negative comments on my personal Facebook to warn friends and family about this negative experience with SmartNote.
Regards,
[redacted]

I called the customer to apologize for our error and offer a resolution. I assured him that this was a singular incident and not how we at SmartNote normally conduct business. In response to this unfortunate incident I waived the one time enrollment fee and also processed an ACH refund of $89.64 for...

the portion of the enrollment fee he had previously paid. We will make sure to implement additional precautions to improve our services and prevent any further errors. The customer was satisfied with the resolution and complimented SmartNote on our excellent customer service.

Mrs. [redacted],It is with great regret that we received your complaint regarding our service. Customer satisfaction is something we take very seriously and would not compromise under any circumstances. Unfortunately, sometimes mistakes are unavoidable. In an attempt to better serve you and show you...

that you are a valued customer, we are going to process a refund of $182.71 via ACH transfer. I have sent you a refund agreement through Docusign to electronically sign and send back to me. As soon as I receive the signed agreement your refund will be processed. I have also called you at the phone number you provided and left a voicemail to call me and I have emailed you, as well. My sincere hope is to resolve this matter to your satisfaction and retain you as a valued customer. I welcome the opportunity to talk to you and discuss the many benefits that SmartNote has to offer. Thank you,
[redacted]SmartNote - Customer Service Manager Phone: [redacted]Email: [redacted]Website: www.saveyourdough.com Our mission statement:“Helping customers accelerate the payoffof their loans while delivering customer service which exceeds our customers'and partners' expectations” Pleasesend any comments you may have regarding the service you received today to [email protected].