Engineering Leadership Design Company, LLC

Good morning,Smart Tuition has responded to the parent by way of a conference call with the school The school has resolved the tuition dispute by charging the parent a per day rate The parent has agreed to the resolutionThe school will contact the parent when the account has been adjusted to arrange payment on the account[redacted] Director of Parent ExperienceSmart Tuition

Mr [redacted] ,My name is [redacted] and I am the Director of Parent Experience with Smart Tuition Iapologize for any frustration you have experienced during your years withSmart Tuition Smart Tuition generates invoices days before your duedate of the 1st of the month The school also provides a day graceperiod If payments are received before that grace period expires, nolate fee is charged I have waived the late fees in the amount of $105and turned off the follow up service for the remainder of the year Smart Tuition offers many different payment options We offer phone payments throughour hour help center (###-###-####)We offer web payments through our parent website ( [redacted] ) We offer auto debits (ACH) which automatically withdraw the funds on your due date You can also make cash payments at [redacted] , [redacted] , and [redacted] We also accept checks and money orders Paymentsmade by online bill pay are accepted however it is not the fastest way to paySmart Tuition The payment is actually mailed to Smart Tuition from your bankThe [redacted] advises customers that they should allow 7-days for regularmail deliveries If you have any additional questions, please contact me at ###-###-####Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

My name is Jim [redacted] and I am the Director of ParentExperience We have reviewed yourrequest with the school to waive all your late fees and failed paymentfees They have advised Smart Tuitionthat they would like the opportunity to speak to you about this on Friday2/27/before any fees are waivedAfter they make a decision we will revisit the situation.Sincerely,Jim [redacted] Director of Parent ExperienceSmart Tuition

My name is *** *** and I am the Director of Parent Experience with Smart Tuition. I apologize that you have had a negative experience with Smart Tuition. We have credited your account $in late fees for the 14-school year. Late fees are not listed on invoices because the
late fees are applied after the due dateLate fees are not charged unless you arelate or have a past due balance. You can see late fees listed on your Billing Details if you log into your Smart Tuitionaccount at parent.smarttuition.com. If payments are made on or before your due date and you don’t have a past duebalance you will not receive a late fee. Since your account is on Mail in then you would need to send the payment5-business days before your due date so we will receive it on time. As far as providing another option for Smart Tuition, you should speak to the school directly about that request. If you have any other questions pleasecontact me at [email protected],

I am rejecting this response because:
I received an email today from Smart Tuition stating that I owe for the months of November and December 2014, and that the Bank failed fee was waivedI accept that the fee is waived however, I am not in acceptance with the balance that I owe because *** attended *** *** School only up until 12/19/and did not attend the rest of the days therefore, Smart Tuition needs to contact *** *** School and the amount for December 01, until December 19, 2014 needs to be proratedI will not pay for days that my son did not attend this school.
Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Dear***,I would like to apologize for any frustration that you experienced. I would like to assure you that all the follow up fees have been waived on your account. Your account is currently set up for auto debits going forward, so there should be no further issues as long as the auto
debits are successful. We send prior to debit emails days before the auto debits are withdrawn from your bank account. If you notice any discrepancies with the amount, please call our parent help center hours a day, days a week at ###-###-####.Please do not hesitate to contact *** ***(Director of Parent Experience) or I directly with any further questions or concerns.Best regards,*** ***Parent Advocate Smart Tuition

Tell us why here...My name is Jim *** and I am the Director of ParentExperience with Smart Tuition. Iapologize for any frustration you had with Smart Tuition. I have reviewed your account and pulled the check that wasmailed to Smart Tuition. The check wasdated 2/23/15. If
you submitted thepayment through your bank’s online bill pay system on Friday 2/20/15, it’s verypossible they would not have issued the payment until the next businessday. The next business day would havebeen Monday 2/23/which was the date of the check. The check was received on 3/3/and postedto your account on 3/4/which is the next business day. I have waived your late fee as acourtesy. If you need more informationon the when your bank sends the payment out after you submit the payment, youshould speak to your bank directly. Thetime frame from the 2/23/which was the date of the check to when we receivedthe payment was less than days.Regarding your request for a grace period on your payments,that is entirely up to the school to determine. Smart Tuition works closely with each school and if they have anyconcerns about grace periods, we will address them.If you have any further questions you can contact me at###-###-####.Best regards,Jim ***Director of Parent ExperienceSmart Tuition

I'm sorry any confusion in my previous response I said we absorbed the fee, which means we waived the failed fee.  We already refunded the $30 back to the checking account ending in #[redacted] on 2/27/17. Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

I apologize for any frustration that you are having with Smart Tuition.  On your first call to Smart Tuition you requested a payment plan change on 7/7/15.  There was also a question about you $600 payment for school fees that you sent. We emailed you on 7/7/15 that the payment plan was...

changed and that the school was in the process of transferring payments to Smart Tuition.  On 7/31/15, you called requesting we waive the Smart Admin fee of $35.  On 8/3/15, we emailed you that we cannot waive the Smart Admin fee of $35.  Due to the fact that the Smart Admin fee of $35 was never paid, a late fee was charged because there was a balance that remained on the account.  On 8/26/15, you requested the late fee be waived and about the $600 that was a missing payment.  On 8/26/15, we were advised by the school that the $600 was not billed through Smart Tuition in the first half and per the school the late fee should not be waived. On 8/31/15 you called regarding all of the previous questions and spoke with one of our supervisors who advised you of all the previous notes on the account.  On 9/2/15, you spoke to another representative and disputed the late fee again. We reviewed this with the school on 9/2/15 and they advised the late fee should remain on the account.  We called you back on 9/2/15 and left a message on your voicemail.  We will waive the $30 late fee as a one time courtesy.  If the previous balance is not paid in full another late fee will be charged. We are also going to speak to your school directly about your complaintto advise them of what happened.Smart Tuition has been in business for almost 30 years with private and religious schools.  We are not in the business of “scamming” parents for a $30 late fee.  We understand this is a new process for you and we will continue to work with the Diocese of Philadelphia going forward.  Some of the positive things that Smart Tuition offers parents is a 24 hour parent help center, a personal account that you can log into to view your account, and many different payment options.  We wish you the best of luck in the upcoming2015-16 school year.Sincerely, Smart Tuition

Good afternoon,   We already waived your late fee and your account is up to date.  We are not in the mortgage or car loan business so we cannot be compared to those types of organizations.  Schools rely on timely payments to function properly.  Smart Tuition does not hold payments made to us, we simply transfer the payments to them.  All schools have the option to have a grace period however we do not encourage grace periods because people tend to use the grace period as the new due date.    The statement that you made regarding the only way you can make a payment is by credit card is completely false.  You can make a payment through your checking account or savings account using your routing number with your bank account number with no fee.  Smart Tuition provides parents with options to make payments that typically are not provided at the school level.   We have been in the tuition management business for almost 30 years with private and religious organizations.  We are not being deceptive at all.  Online bill payments are simply not the fastest way to make a payment.  We are in the process of setting up electronic payments for the second quarter of next year.  This should eliminate these transit issues going forward.  I’m sorry you are unhappy with our service.   Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

I apologize for any frustration you had with Smart Tuition.  We called the school and they confirmed that you left the school.  We have closed out the account so you will not get any more phone calls.  The school never informed us you were not returning, so our automated system called...

you once per week.  The account has been closed and there is a zero balance.  I apologize for the delay in getting an answer to your inquiry.     Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

The school has advised Smart Tuition on 2/27/17 that the account balance is accurate.  You may wish to contact the school directly to resolve.     Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

Good morning.  I apologize for any frustration you are having with delivery times.  Banks give parents estimates on delivery times and cannot confirm payments are received by regular mail.  There is no way to track regular mail payments.  We are in the process of setting up...

electronic receipts of these payments in the future so most banks will send the payments electronically instead of by mail.  We hope to have this up and running by the middle of this year. We have other more efficient ways to make a payment.  I recommend paying on our website or our phone system with your checking or savings account to make your payments by the due date.  By paying this way, you will not be subject to unpredictable delivery times. I have included a message on your last invoice warning parents that regular mail experiences delivery delays during holiday months. Smart Tuition typically requests payments sent by mail to be sent 5-7 business days ahead of your due date. Due to the approaching holiday, please provide an additional 2-4 days if you plan on mailing your payment to Smart Tuition. To avoid any delays in transit times, please consider making a one-time payment on our parent website or mobile app. Lastly, we have been in business for 28 years with private and religious organizations.  We are not holding payments to generate late fees.  If the payment comes in after the due date, a late fee is charged.  I will waive the late fee as a one-time courtesy waiver.    Sincerely,   [redacted] Director of Parent ExperienceSmart Tuition

Good morning,   I apologize for any delays that you had with getting your paying to Smart Tuition.  Smart Tuition does not recommend online bill payment at this point in time because it is not the most efficient way to make a payment.  I would like to explain this process to you so...

you understand what is going on with your payment.  When you initiate the payment through your bank, they remove the funds from your available funds and send Smart Tuition at physical check by regular mail.  That does not mean that we received your check as soon as the funds come out of your account.  Your bank will sometimes give you an estimated date of arrival but they cannot predict delivery times of the US Mail.  We are told by the USPS to allow 5-7 business days for delivery and when there is a holiday to allow an additional 1-2 business days on top of the normal delivery time.  The delays everyone has experienced are not just with transit times, the postal service also has to sort the mail before we can pick it up.  Our lockboxes pick up 6 times a day in order to make sure that we receive all deliveries for that day.    In your situation, the due date on your account is the 10th of each month. We received your payment on the 13th of the month which was already considered late. If you made a payment on 2/10/17 on our website or phone, the payment would have shown up immediately and there would not have been a late fee.  If you wish to continue to use online bill pay, please send you payment in 5-7 business days before the 10th of each month and if there is a holiday please allow an additional 1-2 business days for delivery.    We are in the process of setting up receiving online bill payment electronically and hope to have this in place by the end of the 2nd Quarter of this year.  Until we set this up, I would recommend making a payment on our website or by our automated phone service.   I will waive the late fee as a one-time courtesy waiver.   Sincerely,   [redacted] Director of Parent ExperienceSmart Tuition

I apologize for any confusion.  We received the payment on 7/6/15 from your bank.  We issued a refund check to you on 7/9/15 by mail for $564.59.  If you have any additional questions please don't hesitate to contact us.

Good morning,Smart Tuition has responded to the parent by way of a conference call with the school.  The school has resolved the tuition dispute by charging the parent a per day rate.  The parent has agreed to the resolution. The school will contact the parent when the account has been adjusted to arrange payment on the account.[redacted]Director of Parent ExperienceSmart Tuition

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution is satisfactory to me.   I appreciate the follow-up from the company's Parent Advocate, and the agreement to remove the late fee.
Thank you, [redacted]

I apologize again for any frustration you are experiencing.  I have spoken to all contacts at the school and they w**l be reaching out to you.  I understand that some parents that did not enroll on time were signed up automatically by the school through Smart Tuition.  They w**l be contacting you about this process and I have explained that enrolling parents automatically is not the best process for fam**ies.  I w**l be in contact with the school to see how they w**l be handling your account going forward.  I am sorry to hear you w**l be going to the ** attorney general.  We typically never get requests to be on a non-recorded line regarding tuition accounts.  We record all conversations to provide transparency of what happened during the call to the schools.  They have the ab**ity to listen to these calls to review how our customer service agents are doing.  If you believe we are wrong that is your right to investigate further however we are not aware that we are breaking any laws at this time. If you have any additional questions please call me or the school directly.

I apologize for any frustration you experienced with Smart
Tuition.  We have waived 4 late fees on
your account and you are currently paid up to date for December.  Going forward if the payment is not received
by your due date of the 1st a
$55 late fee will be assessed. ...

The
school determines these settings and depends on timely payments for operating
the school.  The school does not offer
a grace period however we have many different payment options to avoid
receiving a late fee.  The best options
are setting up an auto debit or making a one-time payment on the phone or the
web.We have had previous conversations about your late fee
requests with the school and they were denied.  If you have any other questions about this please feel free to reach out
to me.Sincerely,[redacted]Director of Parent ExperienceSmart Tuition