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R & L Towing Reviews (143)

I apologize for any confusion that you experienced with your Smart Tuition account. I pulled the call that you made on 1/17/to our call center and we did not advise you to cancel the payment. I also pulled the check that was mailed to Smart Tuition which was dated 1/12/for $
was cashed on 1/19/17. When using online bill pay, the funds are removed from your bank account then mailed to Smart Tuition. That is not the same thing as cashed. The funds are removed by your bank so the $would not be able to be used for any other withdrawals. I have absorbed the failed payment fee of $and requested a refund back to your checking account that was used on your other web payments to Smart. This would be faster than if we issued you a check by mail You should see this appear in 1-business days I apologize for any problems that you had with your payment, however our reps have all been instructed previously that it is not in your best interest to stop payments that are sent to Smart Tuition. This payment only took business days to get to Smart Tuition but there was a national holiday on the 16th that may have made it seem longer. I would not recommend sending payments by online bill pay or by mail or days before your due of the 15th. The best payment option at that point in time would have been by our website or by our phone service. Sincerely, *** ***Director of Parent ExperienceSmart Tuition

I have reached out to the parent by phone and through email. We have resolved their issue and provided him with a family tuition statement by emailAdditionally we switched him over to manual payments as of today instead of automatic debits. Sincerely, Jim L***Director of Parent ExperienceSmart Tuition

I am rejecting this response because: they withdrew the money from our checking account last Thursday and have yet refunded or cut a check for the refund or mailed the checkI want to know when the refund will be cut and sentIt should have been done already since they've had our money for almost a weekI'm not satisfied until the check has been sent and it was cleared through MESo, when is the check going to be cut and sentI expected to have already been done but apparently it's ok to keep someone's money for as long as you wantHow can this company keep on doing this without any consequences

I apologize for any confusion with credit card convenience fees. We have spots on our website that breakdown the convenience fee and the percentage of the credit card convenience fee. Your school also hands out a FAQ with this information on itI will work with our product development
team to make this information more visible.I am refunding your $credit card convenience fee this time however going forward if you use a credit card, there will be a credit card convenience fee associated with itYou can avoid this fee by using a routing number with your bank account number from either a checking or savings account to make a payment Kind regards, J** ***Director of Parent ExperienceSmart Tuition

I apologize for any frustration that you have experienced with our parent website. Smart Tuitiondoes offer payment options for credit cards however there is a 2.65% convenience fee per transaction. We also offerother options to pay without a convenience fee. You can make a payment
free of charge by using your checking/savingsrouting number and bank account number. We have reversed the payment that you made so there was no conveniencefee accessed. When making a payment on our website the convenience fee is listed before you finalize the paymentamount. The amount of the convenience fee is noted and the percentage that is charge is noted right above the arrowto go to the next screen. I’m sorry you did not see this when confirming your payment amount. We will make this more prevalent as we aredeveloping our new parent website. I do not have an ETA on when we will release this to our Smart parents. Please call me directly if you have anyadditional questions. Best regards, *** ***Director of Parent ExperienceSmart Tuition

I understand the frustration you are experiencing with your delayed payment to Smart Tuition When our representative spoke to you over the phone on 11/21/your bank indicated to our phone representative they were reimbursing you for the late fee. We understand your bank mailed the
payment 10/27/for your due date of the 1st of the month. That is not enough time for a regular mail check to get to Smart Tuition. We advise our parents 7-days before the due date. Another option would have been to place a one-time payment on our website or phone to avoid the late fee. Smart Tuition has options in place to avoid a late fee. You can make payments free of charge by using a routing number and bank account number from your checking or savings account. We are PCI complaint so your information is safely guarded. Even though it looks like you are getting reimbursed for your late fee, I will waive this late fee as a courtesy. Going forward, we will not be in a position to waive any more, so please make sure to send your payment sooner or make a payment on our website or by phone Smart Tuition is in the process of setting up receiving online bill payments electronically by the 2nd Quarter of next year. We doing the best we can to get this implemented in a timely fashion Sincerely, *** *** Director of Parent Experience Smart Tuition

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
David Itzkoff

I apologize for any frustration you experienced with Smart TuitionWe received your email yesterday and tried to reach out to you before you filed your complaint to let you know we resolved the situationWe had to reach out to the school to see why the request was not taken care of before we
respondedYour original request was made on 5/28/and then closed out without being resolvedThe school advised Smart that they thought we already took care of the request so they closed it outWhen the request was closed out by the school, we never saw the request againWe have touched base with the school to make sure that they are aware of our procedures so this will not happen againThis error was not your fault in anyway so we waived the fees and switched your account to mail inYour account will no longer be on automatic debitI highly suggest you use our website or our telephone system to make your payments before your due dateIf we receive a payment after the due date, you will incur a late fee Sincerely, *** *** Director of Parent Experience Smart Tuition

Good afternoon,In reviewing your account with Smart Tuition, I see that your first automatic debits failed due to the account number that was provided is not valid If those payments would have went through properly, there would not have been any late fees applied to the account There
is nothing illegal about this process You can avoid credit card convenience fees by using your checking or savings account to make payments. I have waived the late fees on the account in the amount of $ If you are having difficulty in making your payments, you should reach out to your school and see if they can work with you to catch up on your past due balance I have attempted to call you today to see if we can update your auto debit If you would like to update your auto debit please call our parent help center or you can reach me at the number provided on your voice mail.After waiving the late fees, there is a past due balance on the account If the balance is not paid in full by the next payment, you will accrue a late fee Going forward, I will not be able to waive any additional late fees Sincerely, *** ***Director of Parent Experience Smart Tuition

Good afternoon, I reached out to the parent directly to apologize for the customer service agent advising our parent that we could not change the due date. There were no school alerts preventing us from changing the due date for the parentI have updated the account with the new due
date and have resolved the issue for the parent. We will address the error with our agent to prevent this from happening going forward Kind regards, Jim L*** 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 ***, and find that this resolution is satisfactory to me
But I have to add, that my bank does in fact know when the check was delivered (I called them to verify this)This type of siuation happens at least once a year (for the past years) & each time your company claims my payments were late, they were notSmart Tuition just had not processed my payment for whatever reason, and once it gets passed the due date, I get a message from Smart Tuition saying my payment is late! It's not until I make a complaint to the Revdex.com that all of sudden, the company received my check, payment is processed and late fee waived!
Regards,
*** ***

I called the parent last night and resolved the situation by absorbing the failed bank fees that were accessed from the parents bank rejecting the transfer. Smart Tuition was never informed of any changes to the parents information. We absorbed the fees because felt like that was the right thing to do. In speaking with the parent last night, he assured me that all of his information was correct going forward. I took a payment from him over the phone to clear up the past due amounts and turned the auto debit back on. The parent advised me that all of his issues with his bank have been corrected

[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 ***, and find that this resolution is satisfactory to meHowever, that being said, it is understood that the current procedure needs to be changedIf a charge is given late to the company from the school, it should be applied to the next month's billWe are still waiting on a refund for this same reason from last year.
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 ***, 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,
*** ***

Complaint: ***
I am rejecting this response because:
Mr***I appreciate your attempts to position your activities as within the bounds of non-predatory activities I reject that assertion.1) Please provide me with your policy on late fees as well as any documentation that I accepted agreeing to a late fee2) You indicate that Blackbaud / Smart Tuition is collecting this late fee on behalf of the school, yet upon informal inquiry with the school, they have no record of an agreement in place for Blackbaud / SmartTuition to impose late fees nor have they had any late fees you collect, theoretically on their behalf, forwarded to them Please provide evidence that you have been conveyed the right by the school to charge this fee on their behalf, and evidence that past late fees that you have collected have in fact been transmitted to the school, or are simply being retained by Blackbaud / Smart Tuition to your benefit.My expectation of Blackbaud / Smart Tuition is that you operate as prescribed under CFR Part 1026, better known as "Reg Z":"A creditor shall credit a payment to the consumer's account as of the date of receipt, execpt when a delay in crediting does not result in a finance or other charge or except as provided in paragraph (b) of this section."Paragraph (b) as I am sure you are aware pertains to specific requirements for payment which given that the payment was ultimately accepted, would not apply here.I am also certain that you are aware that the Consumer Financial Protection Bureau, the CFPB, is amongst the regulatory firms that enforces Reg Z and supervises financial institutions as well as payment service providers such as Blackbaud / Smart Tuition
Regards,
*** ***

I am rejecting this response because I have discussed with Smart Tuition several times about how the charges didn't appear on the invoice so there is no way we should be charged a late fee. After having this discussion and getting agreement from the customer service person, I received several additional calls about a past due balance. So it was harassment because I talked to your representative about the situation and was being further contacted several times. I am not disputing the athletic charges. I am disputing the late fee that is being applied to me on a charge that I was never invoiced for. That is fraud. You need to correct your billing system to invoice correctly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
***

[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 ***, and find that this resolution is satisfactory to me
I still question this company's business practices, though Nowhere on my Payment History page does it show the actual amount that was withdrawn from my banking account
Regards,
*** ***

Good afternoon Mr***, 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 *** and the second payment was made at 3:PM EST for $confirmation number ***. 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 file. I 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 know. Sincerely, *** ***Director of Parent ExperienceSmart Tuiton

I apologize for this oversight on Smart Tuition's side. We received word from the school in July about your student's withdrawal and your account was not closed. I am currently addressing the matter with the account manager's supervisor and your Smart Tuition account has been
closed. We do not have your social security number on file so there is no reporting to the credit bureau. We apologize for any inconvenience this may have caused you.Sincerely, Jim L***Director of Parent ExperienceSmart Tuition

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

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