Nicholas A. Stevens Company Marlin Cove

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: [redacted] / PM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted].com
Our rent payment policy states that rents should be paid in advance of the 1st of every month and a late fee of $75 will be...

assessed anytime rent is received after the 4th. We placed a courtesy call to the Resident for her rent due on the 4th and gave her till 2:00PM to arrange the rent payment before we apply the late fees. She personally dropped her rent on the 7th thus the late fee. She did use our online system the month prior to make a rent payment and had no difficulties. The online portal gives the resident an option to make a one time payment or schedule an automatic monthly payment; depending on whatever the Resident chooses, they do get a confirmation to their e-mail. They also get an e-mail after making an online payment making sure the transaction has processed or not (receipt). I strongly believe the Resident misunderstood the online procedure and our rent payment policy. We escalated the issue to upper management for review and found no valid reason to waive her late fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(1) [redacted] has not provided detailed introduction and tips for the usage of online payment system.
So I don't know it is not pay automatically just like other online payment. And it was [redacted] employee persuaded me to pay online instead of pay with check. That is the main reason that cause the delay of the rental payment.
(2)[redacted] should provide the multiple and convenient ways to receive the rent.
When we found out that the rent had not pay on Aug. 4, there was NO WAY for me to pay on Aug 4. I was so upset and sad. Because I WANT TO PAY the rent ON TIME so much.
I can't translate money online. The only way to pay was to give my check to the leasing office in person. However I was out of town that days. I can't do this.
(3) Bad Communication and Service
The lady whom I talked with on Aug 4 promised to call me back about the charge, she did not. And I wait more for 3 weeks, 23 days, to hear from [redacted], the [redacted] manager after my first email has send out on Aug 8.
Also when I plan to move out, they can NOT find my name in their computer system and there is no rent history for me. Finally they find that they key in my husband name twice and miss my name. In fact I signed the rental contract in the beginning.