Initial Business Response / [redacted] (1000, 8, 2016/04/06) */ (Revdex.com copied from original documentSee attached file.) Exchange, LLChas received the following complaint on 03/28/in regards to Case Number [redacted] Below is the respond in regards to Mrs [redacted] 's complaint-Additional documentation attached We are sorry to hear that [redacted] has had an unpleasant experience thus far here at Exchange, LLCOur team does our best to insure that the needs of our residents are handled quickly and respectfullyUnfortunately mistakes do happen and as Mrs [redacted] states in regards to the check that was misinterpreted - "I can understand how it could have been misread." Our Resident Services Manager reached out to [redacted] on 3/11/(per activity attached) in regards to a delinquent balance in which it was discovered that the check had been misreadThe two were in agreement that the check was originally written for the correct amount however through no fault of ***'s, it was coded incorrectlyTherefore, Exchange, LLCagreed to waive any late charges that were associated with the misread check As you can tell per the ledger attached for [redacted] in 3112C, her late fees were in fact charged to the account for several days due to the delinquent amountOur system does this automatically for any account over $delinquent - on site employees must manually enter ledgers to reverse chargesOnce payment was received, each fee was waived by Keyera M***, Resident Services Manager for Exchange, LLCcoded to Check Dispute Error as agreed between Keyera M [redacted] and [redacted] ***As the account stands, there are no late charges beeing applied as Mrs [redacted] states in her complaint In regards to the bill that was near $this is due to payment being received after billing measures were takenExhcnage, LLC uses a Third Party Utility Service known as ConserviceThe prebill comes through our email and is due out on a specific date - this time being Thursday, March 17,(Email attached.) Conservice takes the current account balance at the time then adds any and all electricity overages plus the rental installment in order to properly represent the amount due by the residentAttached is the billing for [redacted] as she received it in her mail and email specifically stating the charges due [redacted] had a balance on her $(before late fee waive as no payment had been received yet) and her current charges were $equaling the $bill she received in her email As Mrs [redacted] states, [redacted] handed in the check that Friday, March 18, after the pre-bill had already been prepared, approved and sent off for billingThe $was credited to the account on 3/18/and [redacted] requested her account ledger on 03/21/in which the $was displayed on the account with no late fees attached Per the attached Lease Agreement and Lease Addendum that [redacted] signed, Lease Agreement: "Page Section Reletting Charge: There is no early termination clause in this lease." And Lease Addendum: Page Section Replacement of Resident: Effective Date: This Assignment is not effective until the last to occur of (1) Old Resident's payment of the $Assignment fee, (2) Old Resident move-out; (3) Old Resident is not in default of any obligation under the Lease any outstanding balance on Old Resident's account has been paid with a cashier's check or money order; (4) New Resident's payment of the application fee, and all other applicable fees and deposits; (5) Approval of New Resident's Application and approval of New Guarantor's executed guaranty; and (6) New Resident moves inUntil the Effective Date, Old Resident, and his/her Guarantor remain primarily liable for all terms and conditions of the lease Exchange, LLC has fulfilled every obligation required in regards to Mrs [redacted] 's complaint [redacted] will not be released from her lease agreement in the summer monthsShe will need to fulfill the financial responsibility through the entire current lease termPlease let us know if you have any further inquiries Thank you, Jessica W***
Initial Business Response / [redacted] (1000, 8, 2016/04/06) */ (Revdex.com copied from original documentSee attached file.) Exchange, LLChas received the following complaint on 03/28/in regards to Case Number [redacted] Below is the respond in regards to Mrs [redacted] 's complaint-Additional documentation attached We are sorry to hear that [redacted] has had an unpleasant experience thus far here at Exchange, LLCOur team does our best to insure that the needs of our residents are handled quickly and respectfullyUnfortunately mistakes do happen and as Mrs [redacted] states in regards to the check that was misinterpreted - "I can understand how it could have been misread." Our Resident Services Manager reached out to [redacted] on 3/11/(per activity attached) in regards to a delinquent balance in which it was discovered that the check had been misreadThe two were in agreement that the check was originally written for the correct amount however through no fault of ***'s, it was coded incorrectlyTherefore, Exchange, LLCagreed to waive any late charges that were associated with the misread check As you can tell per the ledger attached for [redacted] in 3112C, her late fees were in fact charged to the account for several days due to the delinquent amountOur system does this automatically for any account over $delinquent - on site employees must manually enter ledgers to reverse chargesOnce payment was received, each fee was waived by Keyera M***, Resident Services Manager for Exchange, LLCcoded to Check Dispute Error as agreed between Keyera M [redacted] and [redacted] ***As the account stands, there are no late charges beeing applied as Mrs [redacted] states in her complaint In regards to the bill that was near $this is due to payment being received after billing measures were takenExhcnage, LLC uses a Third Party Utility Service known as ConserviceThe prebill comes through our email and is due out on a specific date - this time being Thursday, March 17,(Email attached.) Conservice takes the current account balance at the time then adds any and all electricity overages plus the rental installment in order to properly represent the amount due by the residentAttached is the billing for [redacted] as she received it in her mail and email specifically stating the charges due [redacted] had a balance on her $(before late fee waive as no payment had been received yet) and her current charges were $equaling the $bill she received in her email As Mrs [redacted] states, [redacted] handed in the check that Friday, March 18, after the pre-bill had already been prepared, approved and sent off for billingThe $was credited to the account on 3/18/and [redacted] requested her account ledger on 03/21/in which the $was displayed on the account with no late fees attached Per the attached Lease Agreement and Lease Addendum that [redacted] signed, Lease Agreement: "Page Section Reletting Charge: There is no early termination clause in this lease." And Lease Addendum: Page Section Replacement of Resident: Effective Date: This Assignment is not effective until the last to occur of (1) Old Resident's payment of the $Assignment fee, (2) Old Resident move-out; (3) Old Resident is not in default of any obligation under the Lease any outstanding balance on Old Resident's account has been paid with a cashier's check or money order; (4) New Resident's payment of the application fee, and all other applicable fees and deposits; (5) Approval of New Resident's Application and approval of New Guarantor's executed guaranty; and (6) New Resident moves inUntil the Effective Date, Old Resident, and his/her Guarantor remain primarily liable for all terms and conditions of the lease Exchange, LLC has fulfilled every obligation required in regards to Mrs [redacted] 's complaint [redacted] will not be released from her lease agreement in the summer monthsShe will need to fulfill the financial responsibility through the entire current lease termPlease let us know if you have any further inquiries Thank you, Jessica W***