Engineering Leadership Design Company, LLC

[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 [redacted], and find that this resolution is satisfactory to me.
One note on their response is that I did contact the company via e-mail (vs. phone as discussed in their response) prior to reaching out to the Revdex.com and the company's response was not satisfactory which is the reason I contacted the Revdex.com.
Regards,
[redacted]

I apologize for any confusion with your Smart Tuition account.  I have reviewed your account with Smart Tuition and believe there a misunderstanding about the fees.  Smart Tuition has a one-time yearly fee called the Smart Admin fee.  The fee is either paid by the school or the...

parent, but not both.   Each school has a choice as to how they wish to handle the fee with parents.   Smart Tuition does not charge parents to make online payments.  We give parents the choice to pay with a credit card which may have a convenience fee or by using their routing number with their checking or savings account number to avoid the fee.  There is no charge to make a payment online using your routing number with your bank account number.  If you choose to pay by credit card, the convenience fee is displayed on our website before the transaction is submitted, so that you have the opportunity to cancel the payment.  Your payment was made on our website on 8/11/17, which displayed the convenience fee on the confirmation page.   If you have any additional questions, please let me know.   Sincerely,     Jim L[redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration that you have with Smart Tuition.  The situation in question began on August 26th 2015.  Apayment was made by the parent on our website by typing in the checking account numbers themselves.  The payment failedfor R03: No Account from our bank. ...

This error code from the bank is most likely an error with the numbers that weretyped in that could have been incorrect/transposed or the account was closed.  We emailed the parent automatically on 8/27/15 to notify them of the failed payment. The parent did call us to question the fee on 8/28/15 and we left an open note in our system to review.  On 9/29/15 the parent called back the 2nd time to address thisissue.  We immediately absorbed the failed bank fee of $30 on 9/29/15 as a one-time courtesy.  I apologize that it took a month to addressthis issue.  During enrollment season we are very busy and attempt to address each open request in 7-10 days.  I will speak to the account manager aboutthis issue going forward.  We also waived a late fee on 8/3/15 as a one-time courtesy. There are no other Smart Tuition fees on your account at this time.  If you have any additional question please contact us anytime at ###-###-####.Sincerely,Smart Tuition

I apologize for any frustration you are having with Smart Tuition.  We have confirmed with the school2 in school payments that were made were for $955 and $500 for a total of $1455.  The amount that was b**led to youby the school was for tuition $1431 and a Smart Admin fee of $29 for a...

total of $1460.  This left a remaining balance of$5.In regards to speaking to you on a recorded line, we disclose that we do record all calls.  Wedo not have the ab**ity to speak to you on a non-recorded line.  If you do not wish to speak to someone aboutyour fam**y’s tuition account on a recorded line, you may speak to your school directly about your account.  We are notbreaking any laws from the state of ** by stating we are recording the calls or not offering you a recorded line.  If you wish to speak to someone at Smart Tuition, I am ava**able Monday – Friday 9 AM EST to 5 PM EST. If you have additional questions and prefer not to be recorded, please speak to your school directly. We have advised yourschool that you may be contacting them.

I reached out to Mrs. [redacted] to review her account.  There seemed to be some confusion about the auto debit that was set up on her account.  The original credit card we had on file was switched around November of last year.  When the new credit card was set up, the parent did not...

realize that the November payment would not be pulled with the December payment.  She was unaware that she had to make a payment manually for November to make up for the missing November payment.  I waived the 3 late fees and took a payment from Mrs. [redacted] to resolve the past due balance.  I apologized to Mrs. [redacted] about the confusion and I'm happy that the issue with the auto debit has been resolved.Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

Good afternoon,   I apologize for any frustration you experienced with Smart Tuition.  Smart Tuition offers many ways to make payments for tuition.  Online bill payment is a payment service provided by the parent’s bank.  When parents choose this option, they enter their payment...

amount and the bank gives them an estimated date of arrival.  The bank then sends the payment through the regular mail.   There is no way to track the payment or select a date this payment must be delivered.  We recommend to send the payment 5-7 business days before the due date.  Unfortunately, we cannot foresee any delays regular mail payments may encounter however we are in the process of setting up a product that will accept some electronic payments from certain banks.  This will hopefully reduce transit delays for most of our customers.  The two payments in question were received a few days after the due date.  I have waived both of those fees.   Regarding the credit card convenience fees, some schools allow parents the option to pay by credit card.  If parents choose this option, a convenience fee will be charged.  Smart Tuition constantly monitors the changes in credit card convenience fees in regards to the rules and regulations.   Smart Tuition offers several options to make payments for tuition.  We offer automatic debits to checking and savings accounts, one-time payments on our website or phone, mobile app payments, and cash payments as [redacted], and [redacted].  Some schools even accept in school payments however you would need to check with your school to see if they allow in school payments.  I would recommend using one of these options to make payments to Smart Tuition.  We will continue to accept payments through online bill pay however it is not the most efficient way to make a payment.  We hope to improve this process in the near future.   If you have any additional questions, please call me back at the phone number I left on your voicemail.   Kind regards,   Jim L[redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration that you have experienced with our parent website.  Smart Tuitiondoes offer payment options for credit cards however there is a 2.65% convenience fee per transaction.  We also offerother options to pay without a convenience fee. You can make a payment...

free of charge by using your checking/savingsrouting number and bank account number. We have reversed the payment that you made so there was no conveniencefee accessed.  When making a payment on our website the convenience fee is listed before you finalize the paymentamount.  The amount of the convenience fee is noted and the percentage that is charge is noted right above the arrowto go to the next screen.  I’m sorry you did not see this when confirming your payment amount.  We will make this more prevalent as we aredeveloping our new parent website.  I do not have an ETA on when we will release this to our Smart parents.  Please call me directly if you have anyadditional questions. Best regards, [redacted]Director of Parent ExperienceSmart Tuition

[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:Re: complaint ID [redacted]Wow, Smart Tuition has really gone above and beyond what I was asking for. I had assumed redistributing payments would not be an option at this point so I do appreciate the recognition on their part that this is where my frustrations began.  While I commend their actions and quick resolution, I regret that it took a Revdex.com complaint to feel heard.With redistributed payments I can now pay directly from my checking account and not a credit card so I imagine the 'we do not honor' will not be an issue moving forward.  I will call Mr. [redacted] directly if I run into an issue as I plan to make payments this evening and also sign up for automatic monthly withdrawals to cover future payments. Regards, [redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
I am appreciative of the quick response made by SmartTuition and their willingness to waive the fees that they charged.  I would, however, like to clarify that the statements made by the business regarding the issue are not entirely accurate.  I changed my account AFTER the first failure in an attempt to rectify the situation.  I did not forget to tell SmartTuition that I changed my account.  The failure of the auotpay was in no way due to any change I made to the account.  In fact, all of the actions I took with my account were done after I talked to a SmartTuition customer representative  and sought their advice.  In addition, I have not been able to locate any emails from SmartTuition about autopayments not going through.  I do have email responses when I asked direct questions via email but no responses relating to failure to receive autopayments.I am thankful to Revdex.com for helping to reach this resolution.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I apologize that we made an error with our representative over the phone.  The representative that gave you the incorrect information no longer works for Smart Tuition.  Your account is set up for automatic debits from your checking account.  I see in your payment history that you...

have been making web payments.  That is fine, however if the whole balance is not paid in full by the due date the remaining payment will pull automatically.  If you want to change the way the account is set up, please give us a call.  At this time, the automatic debit is set to pull $370.00 on 9/15/16.  The transaction goes into process the business day before so it cannot be stopped at that point.  We would need at least 2 business days before the due date to stop the automatic debit. The statement from your bank did not show any fees from your bank.  The last conversation Smart Tuition had on your account was from [redacted] saying he would be sending in the documents that we need showing the fees on 8/29/16.  I will issue you a $50 courtesy credit to your Smart Tuition account to cover any mistakes we have made on your account.   If you have any other questions, please call me.  I attempted to reach you yesterday twice and went to voicemail.  I left my direct phone number if you want to call me. Kind regards, [redacted]Director of Parent ExperienceSmart Tuition

Mr. [redacted] emailed Smart Tuition over the weekend and had questions about the Smart Admin fee.  He disagrees with when we notify our parents of this fee.  I have already advised Mr. [redacted] yesterday that I was going to work with our Tech department to advise parents of our smart admin...

fee and when it will be applied in our upcoming roadmap.  I have advised our team to make this a priority.  We will also work with our schools to communicate our services to parents better.  Each school has different school settings which require development time to implement a change of this nature.  I wish to thank Mr. [redacted] for his feedback in assistance with making our company better.

The contact at [redacted] is [redacted].  ###-###-####.  I will email you this information also in case the Revdex.com blocks the information that you asked for today. Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

I received an email from Mrs. [redacted] on 5/11/15 about thedelays she was experiencing with online bill pay.  I called her immediately to address theseissues and explain that most of the delays associated with online bill pay areout of our control.  I waived her latefee and suggested some...

quicker ways to make payments with Smart Tuition. In speaking with the parent, she advised that the paymentwas sent on 5/1/15 however the check we received was dated 5/6/15.    Wereceive the check on 5/11/15.  When bankssend online bill pay checks through the mail, they are mailed by regular mailso there is no way to track the payment or verify when the payment was received.  Payments are credited by the next businessday that we receive the them.  I have emailedMrs. [redacted] a copy of the check that we received dated 5/6/15. Smart Tuition is looking into a number of solutions with ourLockbox company to reduce some of these delays that are out of ourcontrol.    Director of the Parent ExperienceSmart Tuition

Our account manager for the school has spoken to the school about what happened. The invoices automatically generate 20 days before your due date of the first.  The invoice in question was generated on 9/11/16. The school added the fee on 9/12/16 and that is why the fee did not show on the invoice. We have explained to the school that is not a best practice and they have apologized for the error.  The school advised us they would touch base with you about this error. The late fee was also applied automatically when the balance was not paid on the due date. When we figured out what happened we waived the late fee. We apologize for any frustration that you experienced.

Complaint: [redacted]
I am rejecting this response because:
For 3 years I have called this company with this same complaint. Adding on a fee and a late charge without sending out an invoice for payment. When I call your message says that you record and listen to our complaints. 3 years I have been calling with the same complaint and you can't change your billing process? That is poor business. 
Regards,
[redacted]

This complaint was previously handled on Friday 12/16/16.  The payment was made after the due date on our website.  The parent then set up automatic payments going forward.   Kind regards, [redacted]Director of Parent Experience Smart Tuition

I apologize for any inconvenience you have experienced. If the payment was made at 11 PM PST on 10/15/16, our system would have charged you a late fee automatically because it was already the 16th in the East.  Your due date is the 15th of the month.  I will waive the late fee for this...

month.  Going forward, please try and make the payment before 9 PM EST.  This is the 2nd courtesy waiver we have provided this year. If you have any questions about this please let us know.  Thank you for using Smart Tuition.  Sincerely, [redacted]Director of Parent Experience Smart Tuition

I apologize for any frustration that you experienced with Smart Tuition.  Online bill pay is a very convenient method for families to make payments and we understand that.  We are transitioning into receiving electronic online bill payments in the 1st quarter of next year.  As of...

today, online bill payments are mailed from your banks processing center to Smart Tuition by regular mail.  Due to the fact that we cannot track things by regular mail we have to rely on banks to mail the payments in a timely fashion and the postal service to deliver the payment to our lockbox.  Both of our lockboxes make several trips a day to pick up mail.  Online bill pay is not the fastest way to make a payment at this time.  If you wish to continue using this method you should initiate your payment a few days earlier.  The other payment options that you have with Smart Tuition are ACH auto debits, one time payment methods online and by phone, and cash payments at [redacted], and [redacted].  We also have a mobile app you can make one time payments from.  These are the most efficient ways to make payments at this time.  When we being receiving electronic online bill payments, we will most likely eliminate any further issues with transit times.  I have waived your late fee as a courtesy.  I do not show any records of you calling our company to discuss this issue.  We would have been able to resolve an issue of 1 late fee over the phone if we knew the situation.  I hope you and your school will continue to use Smart Tuition in the future.  We are taking steps to improve going forward.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 Friday2/27/15 before any...

fees are waived. After they make a decision we will revisit the situation.Sincerely,Jim [redacted]Director of Parent ExperienceSmart Tuition