Response to complaint [redacted]. Thank you for giving us the opportunity to respond to the complaint received from one of our customers [redacted], and [redacted] and further give us the opportunity to help you and future customers to understand the full details of what we tried to do to...
help them solve their accounting problems and how our company handles accounting situations customers have. [redacted] has been using our software for 6 months and until the 5th month, we never heard about their accounting problems. The glitches referenced were found to be user error and misunderstanding of correct accounting principles and which type of accounts to place expenses, into, etc. Initially we only worked with [redacted], who signed up for the software and whom was trained as much as he wanted to be trained, (for free). The software is extremely user friendly and easy to use and those who follow the user guides find the accounting straight forward and easy to use. By utilizing our support staff and user guides, our customers typically take between 2 and 3 hours of training, then they are good to go and understand the software. After 4 months of using our software and no issues, [redacted] then brought on [redacted]. We had already trained [redacted] but were still happy to had spend time helping and answering questions from [redacted]. The calls with [redacted] were usually short and she said she had it figured out and could do things on her own. When [redacted] signed up we let him know the subscription payment for the software covered the usage of the features in the software and the hosting fees for our company storing his data for him and providing the reports. All the data entry, including all the accounting entries are to be made by the customer and they are responsible for its accuracy and compliance with local laws and federal guidelines. For 4 months, this was working fine for [redacted]. We answered [redacted]'s questions when she asked, and we showed her where the user guides are and she took it from there, we very little from her until 3 weeks ago when she discovered her accounting methods were not getting her the numbers she was expecting. We received a phone call from her claiming the software messed up her accounting records and we asked her to walk us through what she was doing. After walking us through, we learned the problems were due to user error and not a glitch in the software. She and [redacted] made us aware that [redacted] was not an accountant and had never really done book keeping and didn't really know what do. They were insistent that their problems were caused by glitches in the software, but could never show us how to replicate it. We have thousands of users in the software using exactly the same accounting features. With that many users if there was a glitch in the software we would receive a lot more complaints, which did not happen. Nevertheless, we decided we'd try to work with her to do all we could to help resolve their problem. During the discovery phase, we uncovered she had changed how her chart of accounts and books were originally set up. Furthermore, we also learned that she did not follow our user guide for recording security deposits the way she should have and was putting them into and account she added and changed. Our user guides are very explicit in explaining the correct way to handle security deposits. We also learned [redacted] had been manually deleting and removing payments. We also learned that she did not properly keep track of income received and disbursed more funds to their owners than she should have. The software was designed in a way that entries are not permanently deleted, and this is how we uncovered the actions she took. However, to restore these and fix the mistakes requires a considerable amount of time and expertise. The accuracy of the system is as good as the data being entered into it and reflects exactly how it was entered. If users follow the guides properly, data gets put where it should and is accurate and as noted above, we have thousands of very happy customers who have accurate data. In discussing their problems with both [redacted] and [redacted], it was clear they needed more help with accounting and we suggested they visit with their CPA/bookeeper to make sure they are doing what they should be. They let us know they didn't have a CPA, and didn't want to pay for CPA services and kept referencing that the software they were already paying for (our software) should provide this for free along with fixing their problems for free. We kindly let [redacted] and [redacted] know that when booking mistakes like this occur we cannot fix them for free. We let them know we could help them, but it would require the use of an advanced Accountant expertise to unravel their mistakes and fix them. The cost for these services is $75 per hour. It was clear, that they didn't want to unravel their own mistakes. �...⇄ we can't provide free accounting services when mistakes like this are made by the customer. We are happy to help all of our customers and we want to do everything we can to help them. We have trained tech support and staff who are very knowledgeable and capable of helping with accounting related questions, and when followed properly our customers don't have any problems. Thank you for your understanding. ...⇄ M[redacted]LandlordTracks.comRST Enterprises, LLC
Response to complaint [redacted]. Thank you for giving us the opportunity to respond to the complaint received from one of our customers [redacted], and [redacted] and further give us the opportunity to help you and future customers to understand the full details of what we tried to do to...
help them solve their accounting problems and how our company handles accounting situations customers have. [redacted] has been using our software for 6 months and until the 5th month, we never heard about their accounting problems. The glitches referenced were found to be user error and misunderstanding of correct accounting principles and which type of accounts to place expenses, into, etc. Initially we only worked with [redacted], who signed up for the software and whom was trained as much as he wanted to be trained, (for free). The software is extremely user friendly and easy to use and those who follow the user guides find the accounting straight forward and easy to use. By utilizing our support staff and user guides, our customers typically take between 2 and 3 hours of training, then they are good to go and understand the software. After 4 months of using our software and no issues, [redacted] then brought on [redacted]. We had already trained [redacted] but were still happy to had spend time helping and answering questions from [redacted]. The calls with [redacted] were usually short and she said she had it figured out and could do things on her own. When [redacted] signed up we let him know the subscription payment for the software covered the usage of the features in the software and the hosting fees for our company storing his data for him and providing the reports. All the data entry, including all the accounting entries are to be made by the customer and they are responsible for its accuracy and compliance with local laws and federal guidelines. For 4 months, this was working fine for [redacted]. We answered [redacted]'s questions when she asked, and we showed her where the user guides are and she took it from there, we very little from her until 3 weeks ago when she discovered her accounting methods were not getting her the numbers she was expecting. We received a phone call from her claiming the software messed up her accounting records and we asked her to walk us through what she was doing. After walking us through, we learned the problems were due to user error and not a glitch in the software. She and [redacted] made us aware that [redacted] was not an accountant and had never really done book keeping and didn't really know what do. They were insistent that their problems were caused by glitches in the software, but could never show us how to replicate it. We have thousands of users in the software using exactly the same accounting features. With that many users if there was a glitch in the software we would receive a lot more complaints, which did not happen. Nevertheless, we decided we'd try to work with her to do all we could to help resolve their problem. During the discovery phase, we uncovered she had changed how her chart of accounts and books were originally set up. Furthermore, we also learned that she did not follow our user guide for recording security deposits the way she should have and was putting them into and account she added and changed. Our user guides are very explicit in explaining the correct way to handle security deposits. We also learned [redacted] had been manually deleting and removing payments. We also learned that she did not properly keep track of income received and disbursed more funds to their owners than she should have. The software was designed in a way that entries are not permanently deleted, and this is how we uncovered the actions she took. However, to restore these and fix the mistakes requires a considerable amount of time and expertise. The accuracy of the system is as good as the data being entered into it and reflects exactly how it was entered. If users follow the guides properly, data gets put where it should and is accurate and as noted above, we have thousands of very happy customers who have accurate data. In discussing their problems with both [redacted] and [redacted], it was clear they needed more help with accounting and we suggested they visit with their CPA/bookeeper to make sure they are doing what they should be. They let us know they didn't have a CPA, and didn't want to pay for CPA services and kept referencing that the software they were already paying for (our software) should provide this for free along with fixing their problems for free. We kindly let [redacted] and [redacted] know that when booking mistakes like this occur we cannot fix them for free. We let them know we could help them, but it would require the use of an advanced Accountant expertise to unravel their mistakes and fix them. The cost for these services is $75 per hour. It was clear, that they didn't want to unravel their own mistakes. �...⇄ we can't provide free accounting services when mistakes like this are made by the customer. We are happy to help all of our customers and we want to do everything we can to help them. We have trained tech support and staff who are very knowledgeable and capable of helping with accounting related questions, and when followed properly our customers don't have any problems. Thank you for your understanding. ...⇄ M[redacted]LandlordTracks.comRST Enterprises, LLC