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R & L Towing Reviews (143)

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 todaySincerely, [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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the business has resolved the complaint to my satisfactionThe business' explanation in their response is not completely correct, but the issue has been resolved nevertheless Regards, [redacted]

Good afternoon Mr [redacted] , I apologize for any frustration that you have experienced with Smart Tuition We refunded $back to your bank account It should take 1-business days to show up on your account Regarding the misunderstanding with the secondary email address, the team lead that you spoke with did not have access to the system that shows the secondary email on the system they were using It’s a fairly new system and our call center does not use the system with the secondary email address We have put a process in place so that if they need to verify a secondary email address on file, they can You can also see your secondary email address on file when you log into your account with Smart Tuition under edit my profile under my email address On 1/3/we received two payments The first payment was at 2:PM EST for $confirmation number [redacted] and the second payment was made at 3:PM EST for $confirmation number [redacted] They were for two different amounts and have two different confirmation numbers, this doesn’t seem to be a duplication error If there are over payments made on an account, we advise parents they can either keep the payment on their account for the next month or request a refund from the school directly Additionally, I tested our system that our confirmations for web payments were working and there were no issues The confirmation goes to the Primary Email address I just changed the email setting on your account to go to both email addresses on fileI have also emailed both email address with this response as well as a screenshot of their account If you have any other questions, please let me knowSincerely, [redacted] Director of Parent ExperienceSmart Tuiton

I apologize for any frustration youexperienced with Smart Tuition Inresearching your account, on 6/10/your first payment failed because accountnumber structure is invalid You wouldneed to speak to your bank directly as to why they failed the transaction We absorbed the failed fee on our end No late fee was assessed.On 6/12/a phone payment was attemptedwith a different checking account and that transaction failed due toPolicies/regulations restrict activity to this account You would need to speak to your bank directlyto see why they rejected this transactionWe absorbed the failed fee on our endNo late fee was assessedWe credited your account for the missing money gram today6/29/for $ The payment wasdelayed because the Smart Family ID was written incorrectly on the moneygram This caused a delay in processingbecause the money gram had to be sent from our lockbox to our company office toresearch We have not received your Julypayment yet, I would give it a few more days.We have many different payment options You do not have to use a credit card but ifyou would like to use one there is a convenience fee of 2.65% You can avoid this fee by paying from achecking or savings account by providing a routing number and a bank accountnumber.I will reach out to you directly and confirm the correct SmartFamily ID number for future use Thankyou for your patience in this matter

[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 Thank you very much for all of your helpThe issue was resolved and I have made my payment as agreed Regards, [redacted]

Good morning, I apologize for any delays that you had with getting your paying to Smart Tuition Smart Tuition does not recommend online bill payment at this point in time because it is not the most efficient way to make a payment I would like to explain this process to you so you understand what is going on with your payment When you initiate the payment through your bank, they remove the funds from your available funds and send Smart Tuition at physical check by regular mail That does not mean that we received your check as soon as the funds come out of your account Your bank will sometimes give you an estimated date of arrival but they cannot predict delivery times of the US Mail We are told by the USPS to allow 5-business days for delivery and when there is a holiday to allow an additional 1-business days on top of the delivery time The delays everyone has experienced are not just with transit times, the postal service also has to sort the mail before we can pick it up Our lockboxes pick up times a day in order to make sure that we receive all deliveries for that day In your situation, the due date on your account is the 10th of each monthWe received your payment on the 13th of the month which was already considered lateIf you made a payment on 2/10/on our website or phone, the payment would have shown up immediately and there would not have been a late fee If you wish to continue to use online bill pay, please send you payment in 5-business days before the 10th of each month and if there is a holiday please allow an additional 1-business days for delivery We are in the process of setting up receiving online bill payment electronically and hope to have this in place by the end of the 2nd Quarter of this year Until we set this up, I would recommend making a payment on our website or by our automated phone service I will waive the late fee as a one-time courtesy waiver Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

I am rejecting this response because they cannot provide itemized billing information, like every other reputable business I have ever encountered

Good morning I apologize for any frustration you are having with delivery times Banks give parents estimates on delivery times and cannot confirm payments are received by regular mail There is no way to track regular mail payments We are in the process of setting up electronic receipts of these payments in the future so most banks will send the payments electronically instead of by mail We hope to have this up and running by the middle of this yearWe have other more efficient ways to make a payment I recommend paying on our website or our phone system with your checking or savings account to make your payments by the due date By paying this way, you will not be subject to unpredictable delivery timesI have included a message on your last invoice warning parents that regular mail experiences delivery delays during holiday monthsSmart Tuition typically requests payments sent by mail to be sent 5-business days ahead of your due dateDue to the approaching holiday, please provide an additional 2-days if you plan on mailing your payment to Smart TuitionTo avoid any delays in transit times, please consider making a one-time payment on our parent website or mobile appLastly, we have been in business for years with private and religious organizations We are not holding payments to generate late fees If the payment comes in after the due date, a late fee is charged I will waive the late fee as a one-time courtesy waiver Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

Thank you for your concern Generally Smart Tuition recommends that invoicesare generated days prior to the due date each month Your school, the [redacted] ***l has requested that we shorten the invoice generation timing asthey have many incidental fee billings each month We sincerelyapologize if you received a late fee because of the shortened invoice timingand would like to advise you that it has been waived as a courtesy to yourregular tuition payments We have been serving schools and parents for almost years and have an A+accreditation from the Revdex.com We are awareof complaints on the internet, and make every attempt to contact these parentsto resolve the situation Additionally,our family help center is open hours a day, days a week We are attempting to work with your school about this process and truly appreciateyour feedback Our hope is to find a solution in the near future.Your feedback is extremely helpful and truly appreciatedYour Smart Tuition Team

I apologize for any frustration you experienced with your Smart Tuition account I have reviewed your account and confirmed that the Track and Field fee was added after the invoice generated by the school I have informed the account manager for the school to advise the school of our best practicesWe do not suggest adding fees after the invoices have been generated, unless they send a revised invoice We did have an open note on your account from 3/6/to contact the school about this issue however we did not have time to speak to them about it before you filed a complaint with the Revdex.com I have waived the late fee as a courtesy Thank you for letting us know what happened so that we can work with the schools to improve the parent experience Sincerely, [redacted] Director of Parent ExperienceSmart Tuition

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] It is unfortunate, as well as frustrating that I was not able to resolve this matter with Smart Tuition customer service/ account transaction representatives when I calledTheir records should show the numerous times I called and the amount of time I spent dealing with this matter which was over weeksIn the future, I hope that no parent has to take such measures to have an issue resolvedOn a positive note, the parent representative that I spoke to this morning was knowledgeable and interested in analyzing how the issue occurred; hopefully to prevent this from happening in the future He provided a solution and I find that this resolution is satisfactory to me Regards,

[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]

Good morning, Thank you for being a Smart Tuition parent for years We appreciate your feedback regarding your experience with Smart Tuition The issue here is that your due date is the 10th of each month Both of your web payments were made after the late fee applied (11/20/and 12/20/17) We understand your point about the West Coast time zone however the school provided a grace period to provide payments in the mail to arrive without being charged a late fee The purpose of the grace period is not to provide extra time to make payments This school’s grace period is days, which we do not like to disclose because of situations similar to yours If the web payments were made on or around the due date, this would be a non-issue The school relies on timely payments to be made on the due date We have waived our portion of the late fees and we are in the process of trying to contact the school to see how they would like to handle their portion of the late fees The school may be out of the office for the Christmas holiday We will email you when we here back from the school We hope you have a blessed holiday season Kind regards, Jim L***Director of Parent ExperienceSmart Tuition

I have reached out to the parent by phone and reviewed all of her concerns We reviewed how the payment was made on our website and what happened during the phone call I was able to resolve all of the parents’ concerns Going forward, Smart Tuition does have plans to update our parent website in the future and I suggested using our callback feature during the day if there are hold times We will also review the phone call with the customer service agent Sincerely, Jim L [redacted] Director of Parent Experience

I apologize again for any frustration you are experiencing I have spoken to all contacts at the school and they w**l be reaching out to you I understand that some parents that did not enroll on time were signed up automatically by the school through Smart Tuition They w**l be contacting you about this process and I have explained that enrolling parents automatically is not the best process for fam**ies I w**l be in contact with the school to see how they w**l be handling your account going forward I am sorry to hear you w**l be going to the [redacted] attorney general We typically never get requests to be on a non-recorded line regarding tuition accounts We record all conversations to provide transparency of what happened during the call to the schools They have the ab**ity to listen to these calls to review how our customer service agents are doing If you believe we are wrong that is your right to investigate further however we are not aware that we are breaking any laws at this timeIf you have any additional questions please call me or the school directly

I apologize for any inconvenience you have experiencedIf the payment was made at 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 PM EST This is the 2nd courtesy waiver we have provided this yearIf 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 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

I apologize for any confusion in setting up your payments with Smart Tuition When parents sign up for auto debits we send out a Welcome Letter advising parents if they use a debit or credit card that a credit card convenience fee is charged We emailed you this Welcome Letter on 8/1/ The first payment for your account was made on our website with a credit card on 7/15/and at that time you were advised of the credit card fee before you submitted the payment I’m sorry that you did not notice the convenience fee charge on the website The second payment made on our website using your checking account on 8/10/and no convenience fee was charged because you used your checking account You can set up an auto debit to your checking or savings account with a routing number and bank account number to avoid the fee We also take one time payments on our website from checking or savings accounts These are the best options to make payments as we cannot control the transit times for mail delivery We have reimbursed you the $convenience fee one time Going forward, if you chose to use a debit or credit card there will be a convenience fee We have also switched your account over to mail in so there will be no more automatic debits to your debit or credit card If you want to change this in the future, you can update this information by calling our call center or by using our parent websiteIf you have any other questions, please feel free to contact meSincerely, Jim L***Director of Parent ExperienceSmart Tuition

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

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 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

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Address: 830 Shaver Rd, Richfield, North Carolina, United States, 28137-8733

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