Good Afternoon,Thank you in advance for your time and assistance on this customer concern. This customer is no longer on service with Poolman. Effective 7/21/15, the account was canceled by the customer. The reason for her cancellation, was due to issues with our billing department. There have...
been multiple conversations between the customer and our accounting department through the years. On top of the number of billing dates during the year, there is also an issue with the amount that was being paid, in relation to the amount being billed. Attached for reference, is an account history. On there we have highlighted multiple dates, where the amount paid, is less than the amount billed. Highlighted in green are the dates where there was a difference of $43 billed, and $42 paid. Highlighted in red are the dates where we billed $46, and the amount paid were $43. This is where some of the amount due on the account is steaming from. To clarify, the account is only in the rears $50.00, the additional amount is due to the collection fee assessed to the account, for the total of $75.00Poolman has worked with the customer many times through the years, and has made every attempt to help resolve this issue with her account. Even waiving (2) $10.00 late fees that were applied to the account, highlighted in yellow on the attached account history. While we believe that the amount due to Poolman is accurate, and the attempts to collect that amount are justified, we are willing to work with the customer to settle the remaining balance. We will waive the $25.00 fee, and will accept an agreed upon amount for the remainder of the account. Thank you again for your assistance, and will wait for your response. Below is the note history from conversations between the customer and members of our accounting team. VP CONVO WITH MRS 7/21/2015Mrs called to go over payments and invoices. Explained which invoice was due and which ones were paid, said that according to her records she doesn't owe anything. Offerred to send her a statement but didn't want one, said she will send me her records and I can go from there.MM CONVO WITH MRS 1/19/2015My response to customer with statement/billing dates for 2014/2015/along with notes on their banking rec's sent to Dani: Hello [redacted],Thank you for the information. I have researched your account and have found that each payment has been applied accordingly. I have attached an account statement to reflect this fact. Please be advised that Poolman bills on a 28 day billing cycle. I have also attached a copy of our 2014 billing dates. You will receive 13 invoices in one year verses 12, being that there is 52 weeks in a calendar year. The following is your current account status: The following you will find notes that I have made on the banking reconciliation you sent: Please let me know if you have any further questions or concerns.Thank you,JJ CONVO WITH SON 12/24/2014 Son andrew called re the account blnc, he said that he has made 13 paymnts in 2014- I reminded him that the pymt he made in Jan was for the last two invoices billed in 2013.Sent him customer acct stmt and told him to call me once he rcvs this so we can go over the invoice history and paymnts applied together. [NEVER DID CALL BACK]CBOWDEN CONVO WITH MRS 6/1/11FYI2:37:05 PM1-Jun 1140am Done [redacted] - [redacted] - I have question about bill and service 480.204.6233Spoke w/ Mrs and she wanted to know how often she was billed explained every 28 days and explained that we charge 10.00 a week. And she was happy with that
Good Afternoon,Thank you in advance for your time and assistance on this customer concern. This customer is no longer on service with Poolman. Effective 7/21/15, the account was canceled by the customer. The reason for her cancellation, was due to issues with our billing department. There have...
been multiple conversations between the customer and our accounting department through the years. On top of the number of billing dates during the year, there is also an issue with the amount that was being paid, in relation to the amount being billed. Attached for reference, is an account history. On there we have highlighted multiple dates, where the amount paid, is less than the amount billed. Highlighted in green are the dates where there was a difference of $43 billed, and $42 paid. Highlighted in red are the dates where we billed $46, and the amount paid were $43. This is where some of the amount due on the account is steaming from. To clarify, the account is only in the rears $50.00, the additional amount is due to the collection fee assessed to the account, for the total of $75.00Poolman has worked with the customer many times through the years, and has made every attempt to help resolve this issue with her account. Even waiving (2) $10.00 late fees that were applied to the account, highlighted in yellow on the attached account history. While we believe that the amount due to Poolman is accurate, and the attempts to collect that amount are justified, we are willing to work with the customer to settle the remaining balance. We will waive the $25.00 fee, and will accept an agreed upon amount for the remainder of the account. Thank you again for your assistance, and will wait for your response. Below is the note history from conversations between the customer and members of our accounting team. VP CONVO WITH MRS 7/21/2015Mrs called to go over payments and invoices. Explained which invoice was due and which ones were paid, said that according to her records she doesn't owe anything. Offerred to send her a statement but didn't want one, said she will send me her records and I can go from there.MM CONVO WITH MRS 1/19/2015My response to customer with statement/billing dates for 2014/2015/along with notes on their banking rec's sent to Dani: Hello [redacted],Thank you for the information. I have researched your account and have found that each payment has been applied accordingly. I have attached an account statement to reflect this fact. Please be advised that Poolman bills on a 28 day billing cycle. I have also attached a copy of our 2014 billing dates. You will receive 13 invoices in one year verses 12, being that there is 52 weeks in a calendar year. The following is your current account status: The following you will find notes that I have made on the banking reconciliation you sent: Please let me know if you have any further questions or concerns.Thank you,JJ CONVO WITH SON 12/24/2014 Son andrew called re the account blnc, he said that he has made 13 paymnts in 2014- I reminded him that the pymt he made in Jan was for the last two invoices billed in 2013.Sent him customer acct stmt and told him to call me once he rcvs this so we can go over the invoice history and paymnts applied together. [NEVER DID CALL BACK]CBOWDEN CONVO WITH MRS 6/1/11FYI2:37:05 PM1-Jun 1140am Done [redacted] - [redacted] - I have question about bill and service 480.204.6233Spoke w/ Mrs and she wanted to know how often she was billed explained every 28 days and explained that we charge 10.00 a week. And she was happy with that