We apologize that there was a misunderstanding about the requirements for the policyGiven that misunderstanding, we’re happy to advise the apartment community to issue a credit in their software for the $that was chargedMs [redacted] should see that credit in her resident portal (where she pays her rent) within one business weekIt is our understanding that Ms [redacted] ’s primary concern is the $9.95, and that a refund will result in her considering this matter as resolved to her satisfactionIf that is not the case, please let us know.Thanks
Called business and spoke with Dan which advised me that they have contacted the consumer's property manager and advised them to credit the consumer. It is in process at this time. He should see the credit soon
The emails received by Ms*** were sent in error. This error was the result of a misconfiguration in our email software which resulted in a number of different email templates being sent between 8:PM on 3/2/and 9:AM on Saturday 3/3/18. While the emails were sent in error, no
personal information was disclosedBy 10:on Saturday morning, we sent an apology email. There was no intent to pressure or induce any behavior on the part of Ms***.We sincerely apologize if Ms*** felt pressured or frustrated with the multiple emails that she receivedWe have been in business for over ten years and this is the first error of this type that we have ever experiencedHowever, we have proactively taken steps to ensure this does not happen in the futureThese mitigation steps include but are not limited to:A full review of the processes around what triggers an email to be sent and on what templateA “two-person rule” requiring two people to agree on any changes or configuration updates to our email systemA delayed sending mechanism with overflow triggersIf there is anything further we could do to assuage Ms***’s concerns or satisfy those of the Revdex.com, please let me know
Revdex.com:
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, details of the offer I reviewed appear below
Regards,
*** ***
To let you know, I never received an apology letter that they state they sent me that Saturday at all. I never heard from them after all those initial generated emails. I went through my apartment complex supervisors in Short Hills, NJ to get a response the following Monday. I even told Short Hills that I received no apology letter from them in my emails.Since this is a very extreme mistake that really upset me, I want no further pressure from them. This apartment complex does send notices out to push people to do things to their expectations and this insurance company seemed to take it a step further. Hopefully, they will abide by their new procedure as stated in their letter to you.I needed to let you know they never sent me an apology letter. I appreciate your help as there is no further step to take at this time.Very truly yours,Gina ***
We apologize that there was a misunderstanding about the requirements for the policy. Given that misunderstanding, we’re happy to advise the apartment community to issue a credit in their software for the $9.95 that was charged. Ms. [redacted] should see that credit in her resident portal (where she...
pays her rent) within one business week. It is our understanding that Ms. [redacted]’s primary concern is the $9.95, and that a refund will result in her considering this matter as resolved to her satisfaction. If that is not the case, please let us know.Thanks
We apologize that there was a misunderstanding about the requirements for the policyGiven that misunderstanding, we’re happy to advise the apartment community to issue a credit in their software for the $that was chargedMs [redacted] should see that credit in her resident portal (where she pays her rent) within one business weekIt is our understanding that Ms [redacted] ’s primary concern is the $9.95, and that a refund will result in her considering this matter as resolved to her satisfactionIf that is not the case, please let us know.Thanks
Called business and spoke with Dan which advised me that they have contacted the consumer's property manager and advised them to credit the consumer. It is in process at this time. He should see the credit soon
The emails received by Ms*** were sent in error. This error was the result of a misconfiguration in our email software which resulted in a number of different email templates being sent between 8:PM on 3/2/and 9:AM on Saturday 3/3/18. While the emails were sent in error, no
personal information was disclosedBy 10:on Saturday morning, we sent an apology email. There was no intent to pressure or induce any behavior on the part of Ms***.We sincerely apologize if Ms*** felt pressured or frustrated with the multiple emails that she receivedWe have been in business for over ten years and this is the first error of this type that we have ever experiencedHowever, we have proactively taken steps to ensure this does not happen in the futureThese mitigation steps include but are not limited to:A full review of the processes around what triggers an email to be sent and on what templateA “two-person rule” requiring two people to agree on any changes or configuration updates to our email systemA delayed sending mechanism with overflow triggersIf there is anything further we could do to assuage Ms***’s concerns or satisfy those of the Revdex.com, please let me know
Revdex.com:
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, details of the offer I reviewed appear below
Regards,
*** ***
To let you know, I never received an apology letter that they state they sent me that Saturday at all. I never heard from them after all those initial generated emails. I went through my apartment complex supervisors in Short Hills, NJ to get a response the following Monday. I even told Short Hills that I received no apology letter from them in my emails.Since this is a very extreme mistake that really upset me, I want no further pressure from them. This apartment complex does send notices out to push people to do things to their expectations and this insurance company seemed to take it a step further. Hopefully, they will abide by their new procedure as stated in their letter to you.I needed to let you know they never sent me an apology letter. I appreciate your help as there is no further step to take at this time.Very truly yours,Gina ***
We apologize that there was a misunderstanding about the requirements for the policy. Given that misunderstanding, we’re happy to advise the apartment community to issue a credit in their software for the $9.95 that was charged. Ms. [redacted] should see that credit in her resident portal (where she...
pays her rent) within one business week. It is our understanding that Ms. [redacted]’s primary concern is the $9.95, and that a refund will result in her considering this matter as resolved to her satisfaction. If that is not the case, please let us know.Thanks